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Mortgage Support Officer

Neo Financial

Neo Financial

Customer Service
Calgary, AB, Canada
Posted on Thursday, July 4, 2024

Come Build a Better Financial Future for all Canadians

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.

  • LinkedIn’s Top Startup in Canada for 2022 and 2023
  • Top-ranked mobile apps and credit cards
  • Canada’s top-rated credit card
  • Team of 700+ people
  • 1M+ customers in 3 years
  • 11K+ retail partners

High Performance at Neo

We recruit, hire, and build our company culture around these attributes:

Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with — and ultimately, for our customers.

Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.


Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

The Role:

As the Mortgage Support Officer you will play a pivotal role in supporting Neo’s Mortgage Underwriting team. You will be responsible for both routine and non-routine tasks such as, completing in-house funding and document fulfillment, including consistent maintenance and updating of mortgage files from commitment stage through to funding. This will include file and document reviews in alignment with Neo’s guidelines and corresponding with brokers for any outstanding items. Reporting to the Senior Manager, Mortgage Underwriting, this role will assist the overall efficiency of our underwriting team, while mitigating fraud, as we help Canadians find their forever homes.

What you’ll be doing:

  • Follow up with mortgage brokers for outstanding documents, ensuring each document is reviewed, complete and accurate
  • Conduct verbal verification of employment, ensuring that all proper due diligence is exercised
  • Complete solicitor instruction requests ensuring the appropriate documents are submitted
  • Authorize the release of files for funding post-quality control review
  • Liaise with external and internal stakeholders to complete administrative tasks in support of Mortgage Underwriting
  • Manage the Documents inbox and ensure that documents are handled within the established SLA
  • Upload condition documents to the respective file
  • Liaise with and manage communication from third party service providers
  • Keep informed of Neo mortgage products/services, interest rates, lending guidelines and other pertinent information
  • Complete ad hoc requests on an as needed basis

What we are looking for:

  • Minimum 1-2 years of mortgage fulfillment experience in the Canadian mortgage industry
  • A self-starter, with a positive attitude who can lead by example
  • Experienced with Google Suite Platform
  • 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 high 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 busy
  • Ability to comprehend and assess documentation relating to mortgage 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
  • Positive attitude: We have a great culture and want to preserve it
  • Relevant post-secondary degree and/or experience as a mortgage professional

Working at Neo

The people who thrive at Neo are resourceful, relentless, and want to win. We hold ourselves to high standards, because we’re on a mission that matters — to transform financial services for the better. If that’s what you’re looking for, read on.

We trust, respect, and show up for each other. That means truthful conversations, frequent feedback, and working with people who push you to be your best. We’re evolving quickly as an organization, we work together in person, and the pace of progress isn’t for everyone. That’s why we’re looking for change-makers who love a challenge — who would rather blaze a trail through uncertainty than travel a well-paved road.

Our team members earn meaningful equity in the company through stock options — so Neo’s growth benefits everyone who helps make it happen. That also means taking on more responsibility than you may have had at your last job. We don’t get hung up on job titles or hierarchy — we’re focused on doing what it takes to accomplish our mission.

Joining Neo means betting on yourself and discovering your full potential. As individuals and as a team, we continually challenge ourselves and each other to do our best work. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems. That means rapid career progression and constant learning opportunities.

Check out these videos from our employees to learn more about Working at Neo.

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.