What you'll be doing:
Be the Subject Mater Expert (SME) for mortgage fulfillment
Supervise a team of Mortgage Fulfillment Officers (MFO) and Team Leader(s)
Complete higher approvals and review exception requests within delegated authority & fulfill mortgage files as needed
Support in responding to inquiries from mortgage fulfillment and underwriting staff Mortgage Sales, Leadership and Mortgage Brokers
Support process improvement initiatives and provide on the spot coaching and mentorship to fulfillment team
Review and test operations for process and guideline enhancements, and recommend lean improvements as needed
Own and update the MFO training and onboarding process of fulfilment staff
Support the underwriting team’s adherence to defined Service Level Agreements, including acknowledging applications and following up on additional required information
Support MFOs with the funding and quality control process and offer recommendations to build efficiencies
Assist with creating and managing reporting to understand and support individual contributors in achieving metrics
Monitor and own team’s productivity and workflow to ensure optimal team efficiency and quality
Liaise with external and internal stakeholders to complete administrative tasks in support of Mortgage fulfillment
Foster a team environment focused on achieving all departmental objectives and goals in support of the business plan
Support the Fulfillment team’s understanding of and adherence to operating procedures and guidelines
Support leadership in ad hoc activities and special projects and initiatives
Liaise with and manage communication from third party service providers
Remain current on latest industry developments and market trends
Keep informed of Neo mortgage products/services, interest rates, lending guidelines and other pertinent information
Risk management
Expected to participate in activities to develop the Neo brand and broker relations.
Participate in analysis of Quality Control, Quality Assurance and third party audit reviews and provide feedback to team members to support the risk objections of the department
People management
Motivate and coach team members to assist them in exceeding their objectives
Develop staffing plans anticipating short, medium- and long-term needs
Lead and participate in performance reviews, addressing areas of strength and improvement
Who we are looking for:
A minimum of 5 years experience in mortgage underwriting and mortgage fulfillment within in the Canadian mortgage industry, preferably in Prime Mortgage space
Minimum 3 years leadership experience
A self-starter, with a positive attitude who can lead by example
Experience with Google Suite platform is an asset
Strong verbal and written communication skills
Proven ability to foster and maintain strong business relationships
Organized and process-oriented, with strong problem-solving skills
Ability to work under pressure and multi-task in a fast-paced, deadline driven environment with a strong attention to detail.
Able to work independently and as part of a team
Project Manager: You take ownership of anything that is assigned to you
Analytical: You can break down complex information for our clients
Resourceful: You may not have all the answers, but you know how to get them
Proactive: You are never idle and love being active
Positive attitude: We have a great culture and want to preserve it
Ability to comprehend and assess documentation relating to mortgages including down payment and borrower income confirmation
Mindful awareness of fraud risk in the mortgage industry and the ability to address concerns relating to suspected misrepresentation when required
Detailed knowledge of mortgage funding and quality assurance processes
Relevant post-secondary degree and/or experience as a mortgage professional
Working at Neo:
The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.
We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.
All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success.
Apply with us:
We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.
By continuing with your application, you agree to the Candidate Privacy Notice which guides how we process your personal information for the purpose of your application.
