Mortgage Servicing Specialist

We are looking for a Mortgage Servicing Specialist to join our growing Servicing department. Our ideal candidate will have excellent communication and customer service skills. You’ll play a key role in the success of our organization by offering customers support through various channels, including inbound and outbound phone calls and emails.

What you’ll be doing

• Ensuring outstanding interactions in French and English with customers by fulfilling customer requests received by phone, email and portal accurately and efficiently
• Making outbound customer contact as required to ensure a robust and satisfying customer experience
• Assisting customers through the post-funding lifecycle of their mortgage products by providing best-in-class support, educational information, and efficient customer service by maintaining an in-depth knowledge of the mortgage lifecycle and industry, as well as nesto products, policies and procedures
• Completing various tasks such as customer information amendments, prepayment requests, payment and frequency changes, processing HELOC transactions, property tax administration, property insurance documentation and online customer portal support.
• Resolve customer concerns and complaints at the first point of contact when possible through effectively investigating and responding in a timely manner.
• Help define a completely new customer journey tailored to technology and customer satisfaction by recommending and pursuing system enhancements and policy and procedure improvements.
• Collaborate with nesto teams and partnersParticipate in various projects and testing as required

Who we’re looking for

• Experience working in a call center or customer service role in a Financial Institution
• Strong English & French verbal and written communication skills are required
• Flexibility and availability to work shifts as assigned according to operational requirements. Our department hours of operation are currently 9AM-8PM EST Monday to Friday
• Experience working in a mortgage servicing department (an asset)
• Strong desire to fulfill clients' interests first and ultimately help people
• Demonstrated problem-solving skills, professionalism, strong listening skills and the ability to resolve conflicts when they arise
• Able to take initiative and work independently to get things done
• Tech-savvy, with the ability to learn new platforms and navigate multiple programs at one time

What we offer

• Contribute directly to shaping the experience that modernizes the Canadian mortgage industry
• Take advantage of nesto's employee mortgage program that provides our employees with the best, exclusive, preferred low rates
• Benefit from a generous time-off policy including 4 weeks vacation per year
• Enjoy a premium benefits plan fully paid by nesto, including a top-class insurance plan and unlimited access to telemedicine and mental health service, for you and your family from day 1
• Access to an annual health and wellness budget
• Take your work internationally with our temporary international work program

About Us

At nesto, we are on a mission to offer a positive, empowering and transparent property financing experience, simplified from start to finish. We are a team of technology experts, skilled and caring mortgage specialists, and a diverse marketing team all working towards a common goal: Leading Change in the Mortgage Industry. We are very collaborative and fortunate to have a multidisciplinary team that brings a variety of perspectives.

Our clients love our positive, empowering, and transparent mortgage financing experience. Our 4.5-star Google reviews talk by themselves! We won the 2023 CLA Lender of the Year award, recognizing our excellence in lending services. We are now a B Corp certified organization, highlighting our dedication to making a positive impact on our society and our planet.

Our highly skilled, diverse, and collaborative team makes everything possible!