Bilingual Mortgage Operations Specialist – Renewals & Servicing (100% Remote)

Discover an exciting opportunity in the insurance sector for our client, where your contribution will support a positive client experience and strong mortgage operations. Join an environment that values quality, collaboration, knowledge sharing, and continuous improvement, while offering the opportunity to make a meaningful impact.

• Hourly salary of $25.

• 18-month contract with the potential for permanent employment.

• Full-time position: 37.50 hours per week.

• Weekday schedule from 9 am to 5 pm EST.

• Training during the first 4 to 6 weeks.

• Enjoy the flexibility of remote work.

• Own complex, aged, escalated, or exception-based administrative cases from intake through resolution, coordinating required follow-up and maintaining clear accountability for next steps.

• Investigate file discrepancies, system issues, workflow breaks, incomplete documentation, and recurring exceptions by reviewing available records and consulting appropriate partners.

• Apply established policies, procedures, controls, and authorities to non-routine situations, document the rationale for actions taken, and escalate matters requiring policy interpretation, material remediation, or higher approval.

• Assess operational and client risk within assigned authority, identify potential control gaps, and ensure concerns are clearly documented and escalated.

• Perform targeted quality reviews or peer checks, identify recurring errors or process gaps, and provide factual observations to leaders and process owners.

• Provide procedural guidance, peer support, onboarding assistance, and knowledge transfer without formal people-management accountability.

• Support the development and maintenance of procedures, job aids, training materials, and administrative controls.

• Partner with Loyalty specialists, leaders, technology teams, operations, and other business areas to resolve issues spanning multiple processes or systems.

• Analyze recurring defects, complaints, exceptions, aged items, and manual workarounds to identify root causes and recommend practical improvements that reduce risk and rework.

• Support testing, operational readiness, and implementation of process or system changes where assigned.

• Protect client information and reinforce adherence to applicable privacy, security, quality, risk, and regulatory requirements.

• College diploma or an equivalent combination of education and significant relevant experience.

• Progressive experience in mortgage, lending, banking, renewals, retention, servicing, or financial-services operations.

• Demonstrated ability to investigate and resolve complex administrative issues across multiple stakeholders, processes, and systems.

• Strong written and verbal communication skills, including the ability to explain processes and clearly document decisions, risks, and recommendations.

• Demonstrated analytical, root-cause analysis, problem-solving, quality-review, and risk-awareness capabilities.

• Ability to prioritize complex work, influence partners without direct authority, and remain effective during high-volume periods or rapid change.

• Ability to provide peer guidance, share knowledge, and support onboarding without formal people-leadership responsibility.

• Bilingual in French and English at a business level, both written and verbal, where required to support clients across jurisdictions.

• Advanced knowledge of mortgage renewal and servicing processes, administrative controls, client documentation, and related systems.

• Experience supporting escalations, root-cause analysis, procedure development, operational reporting, testing, or change implementation.

• Experience identifying control gaps and recommending improvements to quality, efficiency, service levels, or the client experience.

• Demonstrated ability to coordinate competing priorities and resolve issues across business and technology partners.

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.