Client Service Officer - Mortgage Renewals

Who we are!

One of Canada’s leading alternative mortgage lenders, Alta West Capital has been helping Canadians buy and stay in their homes for more than 30 years. We primarily work with under-served populations, including newcomers to Canada and the self-employed. Our mission is to empower the success of others through alternative financial solutions. The values and principles we follow to live this mission out are:

• We strive for excellence: We cultivate financial success by taking the initiative to develop innovative and effective solutions.
• We succeed together: We are growing in the same direction through collaboration and humility.
• Our word is our bond: Stakeholders trust our people. We earn that trust by being open, reliable, and consistent.
• We practice giving back: We are generous with all our resources for the benefit of those within and outside the organization.

Everyone on our team is expected to play by these rules! Since 2020, our business has grown >200%; we are a creative and nimble company and are excited for more energetic and innovative folks to be part of our journey.

Who you are!

A self-starting Client Service Officer who wants to join our Calgary office full-time.

Customer service is your priority and have excellent communication skills. You have a knack for detail as well as a demonstrated willingness to pivot and problem-solve. You must be able to work well in a team-oriented environment and showcase your strengths. It is never a dull moment around here!

Responsibilities

• Manage the mortgage renewal process from renewal preparation through funding and post-renewal follow-up.
• Prepare and distribute renewal offers, ensuring accuracy and adherence to company policies.
• Communicate with borrowers regarding renewal options and other details through phone, text, and email.
• Monitor renewal pipelines, follow up on outstanding documents, and ensure deadlines are met.
• Ensure the receipt of renewal documentation packages, including copies of insurance, property tax statements etc.
• Process loan modifications and maintain accurate loan and client records within internal systems.
• Coordinate with Collections, Underwriting and other departments to resolve outstanding conditions and support renewal decisions.
• Support mortgage servicing activities, administrative functions, process improvements, and special projects as assigned.
• Ensure compliance with regulatory requirements, company policies, and anti-money laundering (AML) standards.

Skills & Qualifications

• Proficient in Microsoft Office Suite, particularly Excel, Word, and Outlook.
• Exceptional attention to detail and commitment to data accuracy.
• Strong verbal and written communication skills with a professional and client-focused approach.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Strong problem-solving and analytical skills.
• Self-motivated, adaptable, and able to work independently as a desk owner and as part of a team.
• Previous experience in mortgage servicing or mortgage administration is an asset.
• Prior AML / Compliance experience is an asset
• Mortgage Agent License in BC, AB or ON is an asset.

Salary: $55,000 - 65,000/year, plus performance-based annual bonus

Benefits

• Company social events & volunteering – your co-workers are awesome! (our unbiased opinion)
• Dental care – we expect you will be smiling often.
• Extended health care, Disability and Life insurance – the basics!
• Paid time off – we want working here to feel like a vacation, but recognize that we all need a break!
• RRSP match – it’s almost like free money!
• Team - we have a lively and collaborative atmosphere, where employees are happy to pitch in and help each other out.

Applications

• In your cover letter, please kindly tell us three things – 1) why you want this particular job (honestly – money is an acceptable answer), 2) what makes you a rockstar, and 3) how you would impress us in your first month
• We are proud to offer an equal-opportunity work environment. Alta West prohibits harassment, bullying, or discrimination and encourages equity, diversity, and inclusion regardless of race, religious beliefs, color, gender, gender identity, gender expression, physical limitations, neurodiversity, age, ancestry, place of origin, marital status, source of income, family status or sexual orientation. We also encourage requests for accommodation from applicants with physical or mental limitations.

Job Details

• Reporting To: Loan Servicing Team Lead
• Full-Time/Part- Time: Full-time
• Hours of Work: 8:00 a.m. – 4:30 p.m. Hybrid (4 days at the office, 1 day at home - on completion of probation)
• Office Location: Calgary - great location! Affordable parking and steps away from Southland c-train station
• Job Type: Full-time