Title:  Mortgage Recovery Specialist - Bilingual (French/English)

Requisition ID: 210264

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Mortgage Recovery Specialist is responsible for maintaining an overall minimal delinquency ratio on the Tangerine portfolio (HELOCs and Mortgages) based on yearly objectives. This includes analysis of client’s activities and ensuring precautionary actions are taken to mitigate losses while ensuring company regulations, credit policies and procedures are adhered to.

Is this role right for you? In this role, you will:

• Knowledgeable on unsecured products, mortgages and secured and unsecured collection processes.
• Will be required to assist with volumes for chequing and loan delinquencies as needed. 
• Responsible for maintaining overall mortgage delinquency
• Responsible for resolving assigned daily returned payments. This includes making calls to clients by the end of the current business day to determine reason for arrears and elicit promise to pay. Documents telephone conversations in appropriate systems. 
• Monitor mortgage delinquency for early stage collections and contacts clients on a regular basis to arrange payments 
• Utilize strong negotiation and analytical skills to minimize loss and maximize recovery of past due accounts. 
• Respond, investigate and act on internal and external email requests concerning delinquent accounts in a timely manner.
• Assist call centre with escalated problem resolution on delinquent accounts 
• Value customer complaints and respond in a professional and timely manner. 
• Assess client’s financial position by conducting credit checks, verifying assets and employment information and make sound recommendations on next course of action. 
• Issue first and final delinquency notices daily 
• Adhere to and maintain current and sound knowledge of all collection, risk and underwriting policies and guidelines.
• Review and process all property insurance claims. Ensure all repairs are done up to code and release funds to the client as necessary 
• Knowledgeable in CMHC, CG and Sagen Customer Assistance programs, and utilize appropriate processes to assist client during financial difficulties
• Investigate and resolve tax arrears and condo arrears in a timely manner
• Lead testing and participate in projects 
• As required, assist in developing and updating policies with consultation from key stakeholders.
• Identify and recommend continuous improvement initiatives with an aim to increase the efficiency of the Account Recovery Department and to maintain/reduce delinquencies.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• A minimum of 3 to 5 years of experience in Collections or banking industry, dealing with mortgages, line of credits and overdrafts 
• Computer literate, knowledge of Microsoft Office • Proficiency in Tangerine banking systems: DAWT, Profile IBS, Profile MBS, PFW 
• Strong organizational skills and ability to work in a busy environment. 
• Strong analytical skills required in identifying problems; validating and making recommendations. 
• Excellent verbal and written communication skills 
• Solid understanding of banking products 
• Knowledge of Government compliance, Estates, Bankruptcy Act, Credit Bureau activities and Collection Agency contracts and policies would be an asset. 
• Ability to make decisions and remain calm under stressful environments 
• Ability to adapt to changing needs and priorities 
• Effective time management 
• The work environment is a hybrid rotation that requires in office tasks to be worked

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s):  Canada : Ontario : Toronto || Canada : New Brunswick : Moncton

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.