Customer Support Analyst-Mortgage (Remote!)

Our client is a leader in the mortgage industry in Canada. We are currently conducting an exciting search for a Customer Support Analyst contract role that is remote and would work from home.

The Customer Support Analyst will review, analyze and action customer files who are currently undergoing personal hardship to determine if a workout plan is feasible while assessing all the potential risk factors. This role will work with customers and homeowners from across the country as well as the Sales and Operations team to collaborate in developing early detection programs.

Key Responsibilities:

  • Manage customer and consumer relationships. Develop calling/visitation plans to cover all assigned.
  • Identify and communicate new opportunities to provide solutions to customer and consumer needs.
  • Review, develop and implement Workout Plans ensuring actions are appropriate and within our client’s Financial Canada guidelines.
  • Identify customer and consumer issues or concerns, and coordinate with appropriate internal resources through proactive and timely communications (negative trends, credit quality, markets and/or lender collection practices).
  • Assist in the maintenance of the Quality PCS maps, data collection of outcome indicators and implementation of problem solutions.
  • Provide workout expertise for customers, and staff and communicating potential risk exposure to Senior Managers.
  • Assist/collaborate with underwriting, field staff and others to further develop early Workout programs. Assist with the development of lender/customer educational programs/seminars.
  • Ensure negative trends in credit quality, misrepresentation/fraud, markets and/or partner collection practices are identified, analyzed and reported to senior management.
  • Work with department leader to improve and further develop an aggressive Workout program for consumers and customers, including but not limited to the further development of outsourcing programs or calling/mailing strategies.
  • Assist in the monitoring the development of mailers and solicitations to increase borrower response to Workout options.
  • Assist in/to survey customer needs and anticipated requirements, forecast market changes, design strategies.
  • Ensure the lenders are knowledgeable of and operate within established and Industry policy and guidelines.
  • Other duties as required.

Education and Requirements:

  • Post-secondary education, Bachelor’s degree.
  • 3-5 years of mortgage industry or financial services experience.
  • Bilingualism, French and English, is required.
  • Exceptional problem solving and negotiation skills.
  • Strong relationship management and teamwork skills, as well as effective facilitation and high impact presentation and communication skills.
  • Ability to manage multiple priorities and deadlines in a fast paced, high volume environment.
  • Comprehensive (minimum 3 years) and hands on knowledge of mortgage credit and collection, enforcement remedies, underwriting, credit analysis or risk management.
  • Strong knowledge of real estate appraisal, sales and property management.
  • Ability to prioritize and multi-task.
  • Demonstrated strong analytical skills.

 Please forward resumes to Megan Newell at Summit Search Group [email protected].

Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

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Customer Support Analyst-Mortgage (Remote!)