Job Description

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