Manager, Mortgage Administration

Position Description


The Manager, Mortgage Administration is responsible for managing a team of Mortgage Servicing Specialists who are responsible for providing administrative services on residential and commercial loans. The manager is expected to maintain a high level of efficiency in an environment focused on service and operational excellence. The position plays an important role in the compliance, risk and credit management of the business by ensuring full adherence to CTC’s policies, procedures and regulatory requirements. This role is responsible for ensuring goals are met which, in turn, successfully contributes to the department and overall corporate results.


Managerial Leadership
  • Champion and emanate our mission: WE CARE deeply about helping Canadians and each other.
  • Foster a resilient workplace and culture that is aligned with Community Trust’s vision and values.
  • Inspire and motivate team members to do their best; provide creative thought leadership while also listening, engaging others to participate, and promoting innovation across the organization.
  • Lead by example by performing at high levels across all core and leadership competencies.
  • Effectively manage performance of all team members, including the establishment of goals and expectations.
  • Manage talent by holding effective career conversations, determining training needs, and recruiting and developing a talented and diverse team.
  • Optimize teamwork by articulating how team members work collaboratively to fulfill department and corporate objectives and consistently make time for team building and development.

Business Operations
  • Provide the effective leadership, oversight, tools and support that the Servicing Specialists need to be successful with the day-to-day operations
  • Oversight of payment processing, ensuring completion in a timely and accurate manner.
  • Oversight of property tax administration, ensuring balances are sufficient, remittances are made on time and supplementary installments are actioned appropriately.
  • Oversight of property insurance administration, ensuring all borrower policies are valid, actioning all cancellation notices, timely reporting to the Company’s blanket insurer and effectively managing claims.
  • Oversight of payouts, discharges and executions, ensuring adherence to Service Level Agreements and with the utmost accuracy.
  • Oversight of renewal/retention processing, ensuring completion in timely and accurate manner.
  • Maintain effective compliance, risk management and risk controls in the servicing of the portfolio by exercising consistent, objective, and sound decisions in accordance with policies and procedures.
  • Manage escalations, both internally and externally, and act as point of contact when necessary.
  • Exercise discretionary workout remedies and/or fee waivers as delegated, ensuring decisions are in accordance with principles and in the best interest of CTC.
  • Provide support to mortgage banking initiatives by maintaining best-in-class servicing of assets under administration.
  • Ensure, through effective oversight, the proper implementation of policies, procedures and controls pertaining to Residential Mortgage Lending, Anti-Money Laundering, Know Your Client, Privacy, Complaints Handling and Regulatory Compliance Management, as required by regulations.
  • Through coaching and oversight, promotes a strong risk culture by ensuring that the effective implementation of regulatory policies and procedures are embedded in the performance assessment of all staff.
  • Ensure that all records are stored and retained to meet Company standards.
  • Establish and maintain key relationships with external business partners, vendors, solicitors, third party investors, and lenders.
  • Support strategies to maximize revenue growth and responsibly manage expenses.
  • Continuously identify and execute best practice process improvements, eliminate redundancies and identify system and/or reporting needs.
  • Facilitate internal or external audit conducted by third parties, ensuring effective resolution and swift closure of audit findings.
  • Participate in or lead various projects in support of business plan and/or best practice plan initiatives.

Qualifications Required

  • Minimum of 5 years progressive experience across various areas of mortgage administration and/or servicing.
  • Minimum 2 years management experience in the finance industry.
  • University degree in business, economics or related field.
  • Default management experience required.
  • Solid leadership skills, with a focus on mentoring and motivating an employee base of professionals.
  • Strong interpersonal and relationship building skills.
  • Solid understanding of the characteristics, attributes and risk factors associated with various loan types.
  • A proven sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
  • Demonstrated ability to manage key constituent relationships, including customers, business partners, government agencies, etc.
  • Strong written and verbal business communication skills.
  • Strong attention to detail and able to complete tasks with a high degree of accuracy.
  • High level of integrity, confidentially, and accountability.

How to Apply

We invite you to apply easily through your LinkedIn account by clicking the link below:

To apply via email, please send you resume and cover letter here.

Community Trust Company welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.