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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 loss mitigation while fostering a collaborative team culture. Proficient in analyzing customer situations and implementing effective resolution strategies within regulatory frameworks.
Highest-signal resume keywords
Default ManagementMortgage ServicingLoss MitigationPeople LeadershipRegulatory Compliance
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 ManagementCollections PracticesInsolvency ProcessesBankruptcy LegislationAnalytical SkillsProblem-Solving SkillsData-Driven InsightsCustomer Experience ImprovementOperational ControlsAudit Requirements
Soft Skills
Team DevelopmentCollaborationCommunication SkillsOrganizational SkillsDecision-Making Skills
Industry Keywords
Financial ServicesResidential Mortgage ProductsLending PracticesCustomer Relationship ManagementService DeliveryRisk MitigationProcess ImprovementStakeholder InfluenceBilingual Communication
About the role
Key responsibilities & impact- Lead, coach, and develop a high-performing default management team
- Foster an inclusive, collaborative, accountable, and customer-focused team culture
- Guide employees through complex customer situations and escalated cases
- Support workforce planning and resource management
- Drive empathetic, professional, and solution-focused customer experiences
- Monitor work volumes, productivity, quality, and service performance
- Improve processes, reduce customer effort, and enhance service delivery
- Assist with case management during higher-than-normal volumes to maintain service levels
- 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 internal 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 audits, reviews, projects, process improvements, and transformation initiatives
- 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
- 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- Flexible work environment
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension and global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Learning and career growth support
- Incentive programs and incentive compensation tied to business and individual performance