Mortgage Communication Liaison
Department
Mortgage Servicing
Reports To
Director of Servicing
6 month Contract
Position Summary
The Mortgage Communication Liaison is responsible for managing high‑touch, regulated communications with borrowers experiencing mortgage default. This role serves as a central communication bridge between borrowers, internal servicing teams, legal counsel, and third‑party partners to ensure clear, compliant, and timely messaging throughout the collections and enforcement lifecycle.
The ideal candidate is professional, empathetic, detail‑oriented, and experienced in mortgage servicing, arrears management, and default‑related communications. This role does not make legal decisions but plays a critical role in ensuring borrowers understand their status, options, timelines, and obligations, while protecting the lender’s regulatory and reputational interests.
Key Responsibilities
Lender Communication & Case Management
- Act as the primary communication point for lenders in portfolio reviews, updates and next steps.
- Deliver clear, consistent, and compliant verbal and written communications regarding:
- Arrears and missed payments
- Demand letters and default notices
- Repayment plans, extensions, or workout options (as approved)
- Escalation to legal enforcement (where applicable)
- Maintain a professional and logical approach while reinforcing contractual obligations.
Collections & Default Support
- Work closely with Collections Officers and Default & Recovery teams to:
- Track borrower responses and commitments
- Document communication history accurately and thoroughly
- Flag risk indicators such as non‑responsiveness, financial distress, or property concerns
- Support early resolution strategies to minimize loss and prevent unnecessary escalation.
Legal & Third‑Party Coordination
- Communicate procedural updates to lenders once legal action is underway (non‑legal explanations only).
- Coordinate lender communications with property managers, realtors, or insurers where required, ensuring alignment and message consistency.
Documentation & Compliance
- Ensure all communications are:
- Properly logged in servicing systems
- Aligned with internal policy and regulatory requirements
- Consistent with approved scripts, templates, and disclosure standards
- Assist with preparing communication summaries for audits, complaints, or escalations.
Internal Collaboration & Reporting
- Provide regular status updates to management on lender engagement, communication outcomes, and emerging trends.
- Identify recurring communication challenges or lender pain points and recommend process improvements.
- Support escalation handling for complaints or sensitive situations.
Required Qualifications
Experience
- 2–5+ years of experience in mortgage servicing, collections, default management, or financial services customer communication.
- Direct exposure to mortgage arrears, defaults, or enforcement processes strongly preferred.
Skills & Competencies
- Strong verbal and written communication skills with the ability to explain complex mortgage concepts clearly.
- High emotional intelligence and professionalism when handling distressed or escalated borrowers.
- Excellent documentation and attention to detail.
- Ability to manage multiple active files in a fast‑paced, deadline‑driven environment.
- Working knowledge of mortgage documents, default notices, and collection workflows.
Technical & Regulatory
- Experience using mortgage servicing systems, CRM platforms, or case‑management tools.
- Understanding of regulated lending environments and consumer protection obligations.
- Proficiency in MS Office (Outlook, Excel, Word).
Preferred / Asset Qualifications
- Experience working alongside legal counsel or enforcement teams.
- Exposure to Power of Sale, Foreclosure, or similar enforcement processes (jurisdiction‑dependent).
- Background in call escalation, complaint resolution, or borrower remediation teams.
- Knowledge of provincial/state‑specific mortgage and collections regulations.
Key Performance Indicators (KPIs)
- Quality and completeness of communication logs
- Borrower response and engagement rates
- Timeliness of communication milestones
- Compliance with internal policies and regulatory standards
- Reduction in escalated complaints related to communication
Why This Role Matters
This role is critical to risk mitigation, borrower experience, and regulatory compliance. Effective, well‑documented communication can directly impact recovery outcomes, enforcement timelines, and the organization’s reputation.
Job Type: Fixed term contract
Contract length: 6 months
Pay: $35.00-$38.00 per hour
Work Location: Remote
