Collector I Agent – 2 Positions Edmonton and Calgary – FILLED

Job Title:        Collector I

Job Status: Full Time Permanent

Location:        Edmonton and/or Calgary – Downtown

Reports To:    Team Leader, Collections

Business Unit:  Mortgage Servicing & Administration

Salary Range:  Company offers competitive remuneration with excellent benefit package



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.




¨      College Diploma/Degree or related experience

Certifications/Designations Required

¨      Nil


¨      Residential mortgage servicing or collection experience 

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


Travel to Ontario is required for training



¨      Exceptional customer service skills

¨      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

¨      Strong customer service skills.

¨      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, please submit your resume in MICROSOFT WORD FORMAT ONLY with cover letter to Emma Fleck at or call our office at (780) 426-6887 for more details about the position.

Please note, there will be skill testing required for this position.

Thank you for your interest and we wish you all the best in your career search.