Job Title: HELOC Administrator
Department: Mortgage Services
Reports To: Manager, Mortgage Services
Purpose of Job:
The HELOC Administrator will be responsible to monitor the day-to-day reports and daily process activities pertaining to HELOC. The incumbent will be required to understand and follow HELOC processes and procedures with emphasis on dealing with borrowers, internal and external contacts.
Main Activities:
• Accountable for monitoring Fraud Alert & Disputed Items
• Monitor, investigate and resolve Work Queue items within 24 hours
• Investigate and resolve rejected items e-Report on a daily basis and escalate to HELOC Coordinator/Product Manager as necessary
• Ensure that Out of Sync and Exception reports are reviewed daily, and corrections are updated, escalated to appropriate departments if necessary
• Monitor Returned Payments and contact clients to obtain updated information
• Conduct soft calls on past due accounts, follow existing MS collection procedure
• Investigate and reissue access cards and pin that were flagged as lost/stolen
• Responding to telephone calls or email correspondence from borrowers, inter-departmental inquiries and other stakeholders within 24 hours
Experience and Skill Requirements:
• Completed a diploma program in a related discipline and have a minimum of 2 years of servicing support in an office environment
• Some experience of Home Equity Line of Credit processing required
• Strong organizational skills are a must with the ability to multi-task
• Ability to work effectively and collaborate with internal functional support groups
• Good working knowledge of MS Office (primarily excel)
• Self-motivated, results focused team player with a positive attitude
• Ability to work independently and produce quality results
• Bilingual (French) an asset but not required
