We’re excited to partner with our client, a leading financial services provider, in their search for an empathetic and solution-oriented Default Collections Specialist. This is a fantastic opportunity to join a collaborative team and support borrowers in the early stages of delinquency by delivering a service-focused collections approach.

In this role, you'll work on residential and small commercial mortgage accounts, helping clients stabilize their financial situations through thoughtful conversations and well-timed interventions

Default Collections Specialist | Toronto, ON (Hybrid)

Salary: $55,000–$65,000 Annually
Work Model: Hybrid – 3 Days in Office (Tuesday, Wednesday + 1 Flex Day)
Contract: 6-Month Contract with a possibility for extension/conversion

Key Responsibilities:

• Receive and review accounts flagged for early-stage delinquency (1–30 days)
• Conduct initial account analysis to understand borrower history and context (e.g. first-time delinquency, recurring issue, existing payment plans)
• Make outbound and take inbound calls with empathy and professionalism
• Document all communications and actions clearly in internal systems
• Help borrowers explore solutions and prevent the escalation of delinquency
• Interpret legal documents, including Charge of Mortgage and Agreements of Purchase and Sale
• Collaborate with management to recommend short-term recovery strategies
• Maintain service excellence in high-pressure or emotionally charged conversations

Qualifications:

• Minimum 3 years’ experience in mortgage-focused collections roles
• Familiarity with mortgage servicing and related documentation
• Confident handling of difficult conversations with emotional maturity
• Strong time management, organization, and critical thinking skills
• Comfortable working independently and using judgment (no script-based decision-making)
• Proficient in Microsoft Office (especially Word and Excel)

Nice to Have:

• Experience with SAP (S4 Hana), Techcom, or Power BI
• Previous exposure to residential mortgage or credit card portfolios
• Understanding of early-stage collection practices

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.