Collections Agent/Collector I – FILLED


Must have sales experience, Mortgage experience is an asset but not a requirement


Travel to Ontario is required for training


Job Title:        Collector I

Job Status:   Full Time Permanent

Location:  Edmonton, Alberta (Downtown area)

Salary Range: $42k – $56K can earn weekly incentives plus bonus structure and company benefits

Reports To:    Team Leader, Collections

Business Unit:  Mortgage Servicing & Administration

Hours of Work:  11:00 am to 7:00 pm Monday to Friday




Reporting to the Team Leader, Collections, the Collector I agent will be responsible for curing 1 to 30 day   delinquent loans through collection and/or workout arrangements, directly   with clients.  The work is driven by   numerous reports, with the predominant function being inbound outbound   telephone calls to customers.


Handle Inbound Calls and Initiate Outbound Calls to Complete Client Interviews to Resolve Mortgage Arrears   

¨    Evaluate each account by reviewing the loan particulars, mortgagor payment history, original property value, and credit bureaus to determine the appropriate action to eliminate the arrears for both company owned and subserviced mortgages

¨    Initiate outbound calls to all applicable parties, to solicit additional information via client interviews as to current financial situation and the reason for default

¨    Negotiate an appropriate remedy to cure on a case-by-case basis for resolution of the mortgage arrears

¨    Maintain accurate and organized accounts and records including any workout arrangements with borrowers by updating memos, by confirming arrangements to clients (written & verbal), posting payments and to ensure arrears are collected in a timely and efficient manner

¨    Decide when collection efforts have been exhausted and transfer the file to the Senior Default Administrator for initiation of legal action


Review System Generated Arrears Reports and Determine which Accounts Should Transfer to LAD for Foreclosure Action 

¨    Review accounts and determine if the file should transfer to LAD to commence foreclosure action

¨    Identify loan type, lender and investor and follow standard collection procedures established for either prime or sub-prime loans

¨    Prioritize work flow based on assessing the risk to the investor


Complete Reports for Team Leader and or Specific Investors

¨    Track incoming and outgoing files on a monthly basis for the manager to monitor workloads both individually and nationally and to provide statistical data for the business unit’s core objectives and measurements

¨    Track incoming and outgoing files on a monthly basis of specific investors/portfolios for the Team Leader




1. Establishing workout    arrangements that fall outside of the standard Servicing policies & guidelines.2. Determining when to deem    an account ‘uncollectible’ for transfer to the Sr. Default Administrator.




Education  Diploma/Degree or Related Education and Experience

Certifications/Designations Required  Nil

Experience  Residential mortgage servicing or collection experience 



¨      Exceptional customer service skills, Competitive and Energetic

¨      Excellent decision-making and negotiation skills

¨      Proficient with Plexus, Outlook, MS Word, and MS Excel

¨      Exceptional oral and written communication skills

¨      Excellent organizational and time-management skills

¨      Ability to multi-task in a fast paced environment

¨      Strong analytical and problem solving skills

¨      Proven ability to foster relationships

¨      Self-driven, motivated with the ability to work independently and in a team environment

¨      Carries out duties with integrity and takes responsibility for actions

¨      Strong attention to detail

¨      Ability to meet very tight deadlines and handle conflicting priorities that are unpredictable

¨      Must be able to prioritize and handle time pressure on a daily basis

¨      Experienced handling difficult and emotionally situations (e.g., dealing with agitated customers, providing advise to upset employees/customers) with professionalism

¨      Extended hours might be required once a month – outside of the standard work week as a result of work load or strict deadlines (e.g., month-end reporting, project deliverables, etc.)

If you would like to be considered for this position and you think you have the knowledge and experience, highly energetic and competitive.   Please submit your resume with cover letter to Emma Fleck at

Thank you for your interest.