Digital Forensics Lab - OSINT Analyst

Director, Mortgage Servicing - RFA Bank of Canada

Date: March 6, 2025

Location: Toronto

Company: RFA Bank of Canada

Job Type: Permanent

Closing Date: March 24, 2026

About RFA

Founded in 1996, RFA (Realty Financial Advisors) is a leading Canadian-owned real estate firm. Through RFA Bank of Canada and RFA Mortgage Corporation, RFA offers mortgage brokers a complete range of Prime and Alternative mortgage solutions.

RFA Bank of Canada, a division of RFA (Realty Financial Advisors), is a federally regulated Schedule I Bank. Our goal is to be a long-term leader in the residential lending market by offering more than just competitive rates and compensation. At RFA Bank of Canada, we focus on delivering a unique value proposition in the Alternative mortgage space, committed to innovation and exceptional service to meet a diverse range of borrower needs.

The Opportunity

We’re looking to fill a Director, Mortgage Servicing position at RFA Bank of Canada!

The Director, Mortgage Servicing is accountable for establishing processes and staffing to ensure effective oversight of day-to-day servicing operations at RFA Bank of Canada (RFA Bank). This role is responsible for ensuring operational activities carried out by both Internal and the Bank's third-party service providers are executed in line with regulatory expectations along with internal policies and guidelines. This role includes a strong focus on third-party performance, KPI development and monitoring, and project management.

Core Responsibilities

As the Director, Mortgage Servicing, you will:

Servicing Operations:

• Direct and manage the day-to-day activities of the internal customer service team by monitoring activities to ensure deadlines are met and turnaround times are delivered in accordance with Service Level Agreements, review workflows, monitor volumes, identify trends and opportunities for coaching and process improvement.
• Oversee the day-to-day activities of the RFA Bank's third-party customer service providers, identifying and reviewing procedural issues, recommending process improvements and partnering to ensure changes support RFA Bank’s future vision for customer interaction.
• Maximize the efficiency and effectiveness of the customer service function by maintaining an environment of continuous improvement and recommend, coordinate, and implement process and procedures to streamline service activities.
• Identify financial and reputational risk in day-to-day processes, ensuring controls are in place, and continuously monitor existing and new controls for effectiveness.
• Investigate internal and external customer complaints and track complaints until resolved or escalated to the Designated Officer.
• Work with Ombudsman for Banking Services and Investments (OBSI).
• Assist other departments (Credit Operations, Finance, AML, and Risk) at RFA with special projects, as required.

Third-Party Service Provider Oversight:

• Establish, monitor and ensure performance of third-party service providers are in line with RFA Bank of Canada’s expectations.
• Conduct regular performance reviews ensuring contract compliance and addressing any performance issues.
• Lead third-party risk management program monitoring and activities for RFA Bank’s service providers.
• Ensure exceptional customer satisfaction is delivered to customers, ensuring employees have the necessary training and tools to meet and exceed customer expectations, coordinate activities with other departments within the Bank to provide seamless interaction with clients.

Training and People Management:

• Provide leadership, direction, and motivation to the Client Services Team and RFA Bank’s third-party service providers.
• Develop staff through training, mentoring, and coaching, implementing individual development plans that will contribute to the success of the employee and the organization.
• Conduct performance assessments to promote the development of the Team and to ensure that goals are clear and consistent with departmental and corporate goals.

What You’ll Need to Succeed

• Management experience with mortgage products, specifically in relation to customer service, servicing administration, retention.
• A high level of understanding with respect to mortgage documentation and legal requirements.
• Experience in managing servicing or mortgage processes within a federally regulated financial institution (FRFI).
• A high level of proficiency with Microsoft Office products.

What Sets You Apart

• Ability to effectively handle multiple priorities and time constraints while ensuring a high level of quality and timeliness on all deliverables.
• Excellent interpersonal, communication and customer service skills including the ability to manage third-party relationships.
• Excellent leadership and people management, mentoring and coaching skills to effectively manage the team and develop competencies while fostering a positive and effective team environment.
• Ability to develop and maintain productive relationships with a wide range of internal and external stakeholders.
• Ability to proactively evaluate administrative processes for risk and process improvement.
• Excellent knowledge of regulatory (OSFI, FCAC, Bank Act, Privacy Act) policies, processes and procedures including operational, fraud detection, AML, KYC, client privacy, documentation and disclosure requirements and issues.
• Strong PC skills, including the ability to learn new systems quickly.
• Strong attention to detail.

Our Values and What We Offer at RFA

At RFA, we live by our core values. These values guide our daily actions and shape our work culture:

• Accountability: You take ownership of your work & its consequences. You always consider risk & make informed decisions.
• Selflessness: You share info & teach others. You’re able to put your ego aside & understand that the best idea wins.
• Inclusivity: You value differing viewpoints & experiences. You understand how this can drive growth & innovation.
• Innovation: You seek opportunity & embrace change. You see tech as a way to enhance productivity & drive profitability.
• Courage: You make tough decisions in our best interest. You see opportunity when faced with challenge or adversity.
• Impact: You value results & your contributions. You rise to the occasion and never settle for sub-par.
• Performance: You embody a competitive spirit, desire to win and strive for executional excellence.

Along with a strong work culture, RFA offers a comprehensive benefits package, including:

• Vision Care
• RRSP Match
• Health & Wellness Spend
• Vacation & Personal Days
• Hybrid working environment

Ready to take the next step?

If this opportunity excites you and aligns with your skills and aspirations, we’d love to hear about how you can contribute to our team at RFA.

Accessibility

Accommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.