WHO WE ARE
HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product.
OUR VALUES, OUR PASSION
At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.
- Customer-Focused. Passionate Advocates
- Courage to Act. Do the Right Thing
- One Team. One Vision
- Think Long-Term. Ever-Evolving
- Be Exceptional. Inspire Greatness
POSITION SUMMARY
Reporting to the Senior Manager, Default management, the Recovery specialist will be responsible for managing the early low risk stages of Default to ensure that the portfolio is maintained, and all aspects of collection processes are completed in accordance with the Standard Operating Procedures. The Recovery specialist will lead by example and ensure healthy and effective relationships are fostered within and outside the bank. The Recovery specialist plays a critical frontline role in the bank’s early-stage default management strategy, helping to identify and resolve potential risks before they escalate into high risk delinquency or losses. This role contributes directly to the bank’s ability to prevent defaults, reduce exposure and protect the portfolio performance. Overall, the Recovery specialist contributes to the stability and integrity of the bank’s mortgage portfolio, enabling senior recovery teams to focus on high-risk files, while ensuring that lower-risk issues are managed with diligence, speed and care.
MAJOR ELEMENTS OF THE ROLE
Key Responsibilities
Early Stage Delinquency Monitoring and Administrative oversight :
Monitor and manage a portfolio of low-risk, early delinquent mortgage accounts, ensuring timely follow-up and resolution to prevent escalation. Identify and investigate early warning signs such as missed tax payments, lapsed insurance coverage, insolvency notice and second mortgage registrations and take appropriate corrective action based on internal protocols.
Communicate with clients through phone, email or written correspondence to clarify account issues and ensure accurate understanding of their obligations.
Document all interactions and account updates in MARS or other servicing systems with accuracy and timeliness to maintain a reliable audit trail.
Elevate accounts to senior team members or escalate for further review when signs of increasing risk are detected or when customer circumstances warrant additional assessment
Default Prevention Support and Special Projects:
Participate in proactive risk management activities by handling ad hoc assignments such as obituary reviews, Occupancy validations and preliminary property searches.
Assist with administrative tasks related to insurance tracking, title monitoring and property related documentation.
Work collaboratively to flag accounts that require senior recovery intervention, playing a supporting role in the banks’ loss mitigation strategy.
Maintain working knowledge of default prevention procedures and contribute ideas for improving internal controls and workflows related to early -stage collections.
Customer and Stakeholder Support :
Collaborate with internal departments such as Customer Experience, Portfolio Administration, and Risk to ensure seamless client servicing and information sharing. Initiate requests for third-party reports (e.g., insurance verification, title review, tax status) to support case documentation and default monitoring.
Ensure prompt and professional communication with both clients and internal partners to support recovery outcomes and uphold the bank’s customer service standards.
SKILLS AND EXPERIENCE REQUIRED
Qualifications
Post-secondary education in business, finance, or a related discipline (college diploma or university degree) or equivalent experience.
Minimum 1 year of experience in a collections, servicing, or default support role within the financial services or mortgage industry.
Familiarity with mortgage servicing terms, credit principles, and risk indicators such as insurance non-compliance or insolvency.
Proficiency in Microsoft Office Suite (especially Excel and Outlook), with the ability to work across multiple systems and platforms (e.g., MARS, Salesforce, or equivalent servicing software).
Strong organizational skills and the ability to multi-task in a fast-paced environment, balancing phone calls, emails, and system updates with administrative responsibilities.
Attributes
Highly organized and detail-oriented, with strong time management skills and the ability to work independently on assigned portfolios.
Comfortable managing a high volume of tasks and shifting priorities without sacrificing accuracy or follow-through.
Strong communication skills, both written and verbal, with a client-focused and professional tone.
Collaborative and responsive when working within a team or across departments.
Problem-solver who demonstrates initiative and takes ownership of their work.
Bilingual (English/French) is an asset.
Working Conditions Unique to Job
Hybrid work environment
WHY WORK AT HOMEEQUITY BANK?
Great Environment
HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
A Dynamic Culture – With People at the Centre
We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.
Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.
Celebrating Great Work and People
We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.
From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.
Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.
The Perks (for eligible employees)
HomeEquity Bank offers a competitive total rewards package that includes:
Extended health and dental benefits
Employee & Family Assistance Program
Employer-Matched Group Retirement Savings Plan
Employee Share Investment Plan
Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
Employee corporate discount for GoodLife Fitness
HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Please note that our successful candidate is required to complete a background check.
Stay in the Know
Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:
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Chip.ca
Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
Skills Required
- Post-secondary education in business, finance, or related discipline
- Minimum 1 year of experience in collections or servicing within financial services or mortgage industry
- Familiarity with mortgage servicing terms and risk indicators
- Proficiency in Microsoft Office Suite and servicing software
- Strong organizational skills and ability to multi-task
What We Do
HomeEquity Bank is a Schedule I Canadian bank and is the only provider exclusively focused on reverse mortgages for homeowners aged 55 and over. HomeEquity Bank is a privately held company and helps Canadians live retirement their way by providing a safe, secure, and easy way to access the equity they’ve built up in their homes through their financial solutions, the CHIP Reverse Mortgage® and Income Advantage®. HomeEquity Bank has been the leader of reverse mortgages in Canada since its inception in 1986. HomeEquity Bank has an effective direct-to-consumer distribution model as well as a well-established network of referral partners. This extensive partner network includes all major Canadian banks, credit unions, mortgage brokers, and financial planning firms.
