Bilingual Mortgage Operations Specialist – Renewals & Servicing

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of complex, aged, escalated, or exception-based administrative cases from intake through resolution, ensuring necessary follow-up and maintaining clear accountability for subsequent actions.

• Investigate discrepancies in files, system issues, workflow interruptions, incomplete documentation, and recurring exceptions by examining available records and consulting with relevant partners.

• Apply established policies, procedures, controls, and authorities to non-routine situations, document the rationale for actions taken, and escalate issues that require policy interpretation, significant remediation, or higher-level approval.

• Evaluate operational and client risks within your assigned authority, identify potential control gaps, and ensure that concerns are well documented and escalated appropriately.

• Conduct targeted quality reviews or peer checks, identify recurring errors or process deficiencies, and provide factual observations to leaders and process owners.

• Offer procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management responsibilities.

• Assist in the development and maintenance of procedures, job aids, training materials, and administrative controls.

• Collaborate with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues that span multiple processes or systems.

• Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds to identify root causes and suggest practical improvements that mitigate risk and reduce rework.

• Support testing, operational readiness, and the implementation of process or system changes as assigned.

• Safeguard client information and reinforce compliance with applicable privacy, security, quality, risk, and regulatory standards.

⛳️ Requirements

• A college diploma or an equivalent combination of education and significant relevant experience.

• Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.

• Proven ability to investigate and resolve complex administrative issues involving multiple stakeholders, processes, and systems.

• Excellent written and verbal communication skills, including the ability to clarify processes and document decisions, risks, and recommendations clearly.

• Demonstrated analytical skills, root cause analysis, problem-solving abilities, quality review, and risk awareness.

• Capacity to prioritize complex tasks, influence partners without direct authority, and remain effective during periods of high volume or rapid change.

• Ability to provide peer guidance, share knowledge, and support onboarding without formal people leadership responsibilities.

• Bilingual proficiency in French and English at a business level, both written and verbal, as required to assist clients across jurisdictions.

• Advanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems.

• Experience in supporting escalations, conducting root cause analysis, developing procedures, operational reporting, testing, or implementing changes.

• Experience in identifying control gaps and recommending enhancements to quality, efficiency, service levels, or client experience.

• Proven ability to manage competing priorities and resolve issues across business and technology partners.

🏝️ Benefits

• 18-month contract with the possibility of permanent employment.

• Full-time position: 37.50 hours per week.

• Weekday schedule from 9 am to 5 pm EST.

• Training provided during the first 4 to 6 weeks.

• Flexible remote work options available.