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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in default management, mortgage servicing, and collections, with a strong focus on developing high-performing teams and enhancing customer experiences. Proficient in regulatory compliance, risk management, and process improvement within the financial services sector.
Highest-signal resume keywords
Default ManagementMortgage ServicingPeople LeadershipRegulatory ComplianceAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Delinquency ManagementLoss MitigationBanking OperationsInsolvency ProcessesBankruptcy LegislationCollections PracticesResidential Mortgage ProductsData-Driven InsightsProcess ImprovementCustomer Relationship Management
Soft Skills
CoachingCollaborationCommunicationOrganizational SkillsDecision-Making
Industry Keywords
Financial ServicesCustomer ExperienceService-Level StandardsOperational ControlsAudit Requirements
About the role
Key responsibilities & impact- Lead, coach, and develop a high-performing team through performance conversations, development planning, mentoring, and recognition
- Foster an inclusive, collaborative, accountable, and customer-focused team culture
- Guide employees through complex customer situations and escalated cases
- Ensure employees have the knowledge, capabilities, and tools to perform effectively
- Support workforce planning and resource management
- Drive exceptional customer experiences through empathetic, professional, and solution-focused interactions
- Monitor work volumes, productivity, quality, and service performance
- Identify opportunities to improve processes, reduce customer effort, and enhance service delivery
- Help manage cases during higher-than-normal volumes to maintain service-level standards
- Support delinquency management, loss mitigation, and resolution strategies across mortgage and lending products
- Ensure delinquent and higher-risk accounts are identified and managed proactively
- Support evaluation of customer circumstances and negotiation of sustainable repayment solutions
- Review escalated arrangements, risk mitigation recommendations, and account strategies; escalate to the Manager, Default Management as required
- Ensure account documentation, customer records, and collection activities meet regulatory, legal, and policy requirements
- Support legal partner interactions, insolvency proceedings, bankruptcy and consumer proposal activities, and third-party service providers
- Ensure operational controls, audit requirements, and compliance procedures are followed
- Identify operational, customer, and compliance risks to the Manager, Default Management
- Support internal audits, reviews, projects, process improvements, and transformation initiatives
- Champion continuous improvement and use data-driven insights to enhance team effectiveness and customer outcomes
- Support implementation of new tools, technologies, and operating models
Requirements
What you’ll need- 3+ years of progressive experience in default management, mortgage servicing, collections, loss mitigation, banking operations, or a related financial services environment
- Previous people leadership experience with demonstrated success developing and coaching teams
- Strong understanding of residential mortgage products, lending practices, and delinquency management strategies
- Knowledge of insolvency processes, bankruptcy legislation, collections practices, and applicable provincial regulations
- Strong analytical and problem-solving skills with the ability to manage complex customer and business situations
- Demonstrated ability to influence stakeholders and build collaborative relationships across multiple business areas
- Excellent verbal and written communication skills
- Strong organizational and decision-making skills with the ability to prioritize in a fast-paced environment
- Bilingual French and English is nice to have; the successful candidate could have to communicate in French to support clients from various jurisdictions including Quebec
Benefits
Comp & perks- Incentive programs and incentive compensation tied to business and individual performance
- Flexible work environment
- Health, dental, mental health, and vision benefits
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Flexible hybrid working arrangement