Careers at CMHC: Collections Agent

About the role

Join the Commercial Solutions team, in the Collections Agent position. In this role, you will administer a portfolio of judgment and non-judgment debt owed to CMHC by assessing and processing the settlement of insurance claims resulting from mortgage and non-mortgage defaults related to government programs while minimizing risk to achieve maximum collection on a case-by-case basis and a minimum of client complaints.

This is a temporary position of a duration of 12 months with possibility of renewal. 

What you'll do:

• Examine financial information, seeking historical and contextual information from a variety of sources and establish the deficiency balance.


• Review Bankruptcies Proposals to protect CMHC's rights to obtain the highest possible dividends and to determine whether the proposal will be accepted or opposed.


• Perform analysis of different legal actions and or judgment renewals to be taken when a settlement is not reached.


• Recommend legal remedies to supervisor and solicitors, which include placing execution orders against the client's additional properties, conducting debt examinations, garnishment orders, alias writs, foreclosures, power of sales and bankruptcies.


• Provide documentation to senior team members for review and approval, as and when necessary, to ensure management of risk when faced with exceptions on policy or procedure outside financial authority level.


• Locate consumers by tracing, using various resources and tools (such as credit bureau, underwriting system (emiliRU), mainframe, social media, internet platforms, Canada411, LinkedIn, etc.).


• Negotiate settlement directly with clients to reach the best possible arrangement within delegated authority limits, referring complex or disputed claims to senior team members for resolution.


• Provide guidance to third-party collection agencies, service providers, approved lenders and other internal departments such as claims, multi-units, underwriting, loans administration including legal actions, settlements and settlements in lieu of the judgment as well as explanations for CMHC's position.

What you should have:  

• A post-secondary education in a related field such as business, accounting, finance, legal, or commerce.


• A minimum of three years of prior relevant experience in a customer service and/or collections environment.


• An understanding of the competitive mortgage industry environment and the mortgage insurance business.


• A strong knowledge of the National Housing Act, Bankruptcy and Insolvency Act as well as the Creditors Relief Act, Estate Administration, and Collection Provincial Legislation.


• Strong oral and written communication skills including negotiating skills.


• The ability to exercise empathy, diplomacy and tact with the ability to diffuse emotionally distraught and irate debtors.


• Strong organizational skills including the ability to multi-task, prioritize, meet deadlines and take initiative.


• Analytical and problem-solving skills including the application of sound judgment and the ability to escalate.

It would be great if you also had:

• Experience working with accounts where misrepresentation or fraud has occurred.


• Good knowledge of mortgage financing and real estate laws, collections, default remedy and/or property administration.