Bilingual Mortgage Operations Specialist – Renewals & Servicing

Recruit Action inc.

. Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps .

Posted 11/6/2026contractRemote • CanadaMid-LevelSenior💰 CA$25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in investigating and resolving complex administrative issues within financial services, with a strong focus on risk assessment, quality review, and procedural development. Bilingual in French and English, capable of providing effective communication and support across diverse stakeholders.

Highest-signal resume keywords

Complex Issue ResolutionRoot-Cause AnalysisMortgage Renewal ProcessesQuality ReviewBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Analytical SkillsProblem-SolvingAdministrative ControlsOperational ReportingChange Implementation

Soft Skills

Written CommunicationVerbal CommunicationPeer GuidanceInfluencing SkillsPrioritization

Industry Keywords

MortgageLendingBankingFinancial ServicesClient Documentation

About the role

Key responsibilities & impact

Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps
Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners
Apply established policies, procedures, controls, and authorities to non-routine situations, document the rationale for actions taken, and escalate matters requiring policy interpretation, material remediation, or higher approval
Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated
Perform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners
Provide procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability
Support the development and maintenance of procedures, job aids, training materials, and administrative controls
Partner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems
Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds to identify root causes and recommend practical improvements that reduce risk and rework
Support testing, operational readiness, and implementation of process or system changes where assigned
Protect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements

Requirements

What you’ll need

College diploma or an equivalent combination of education and significant relevant experience
Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations
Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems
Strong written and verbal communication skills, including the ability to explain processes and clearly document decisions, risks, and recommendations
Demonstrated analytical, root-cause analysis, problem-solving, quality-review, and risk-awareness capabilities
Ability to prioritize complex work, influence partners without direct authority, and remain effective during high-volume periods or rapid change
Ability to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility
Bilingual in French and English at a business level, both written and verbal, where required to support clients across jurisdictions
Advanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems
Experience supporting escalations, root-cause analysis, procedure development, operational reporting, testing, or change implementation
Experience identifying control gaps and recommending improvements to quality, efficiency, service levels, or the client experience
Demonstrated ability to coordinate competing priorities and resolve issues across business and technology partners

Benefits

Comp & perks

18-month contract with the potential for permanent employment
Full-time position: 37.50 hours per week
Weekday schedule from 9 am to 5 pm EST
Training during the first 4 to 6 weeks
Flexible remote work