Inbound Customer Service - Early Collections

MCAP at a Glance

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success! At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

The Role

We’re looking for an energetic, self-driven Collections Specialist to resolve delinquent mortgage accounts and support homeowners through the collections process. You will manage early-stage arrears (1–30 days), negotiate repayment solutions, and help homeowners stay on track.

Key responsibilities include:

• Resolve delinquent accounts (1–30 days) through collections and/or alternate arrangements

• Work proactively with homeowners to prevent future arrears

• Address homeowner inquiries related to:

• Lapsed home insurance

• Condominium and tax arrears

• Shortfalls at payout

• Handle inbound calls and emails to resolve mortgage arrears; occasionally initiate outbound calls on a case-by-case basis

• Evaluate each account by reviewing loan particulars and payment history to determine the appropriate course of action for both MCAP-owned and sub-serviced mortgages

• Negotiate appropriate repayment remedies on a case-by-case basis

• Maintain accurate and organized account records by updating memos, confirming arrangements with homeowners (written and verbal), posting payments, and documenting all workout arrangements to ensure arrears are collected in a timely manner

What You Bring To The Team

Required

• Proficiency with Outlook, MS Word, and Excel
• Strong decision-making and problem-solving skills, with the ability to balance organizational and homeowner needs
• A talent for building and maintaining strong relationships with homeowners and team members
• Agility and comfort working in a dynamic, fast-paced environment

Preferred

• Experience in a call centre or customer service environment
• Collections experience in residential mortgage servicing
• Bilingual in French and English (written and verbal)

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies, then we want to hear from you!

Be A Part Of Something Great

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option and MCAP actively promotes the services of mortgage brokers across the country. MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business. Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

Position #: req2206

Employment Status: Permanent Full Time

Location: Toronto and Waterloo

Number Of Openings: 2

Department: Residential

Internal Job Title: Collector I

Salary Range: $50,000 - $55,000

The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position. It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.