Senior Loan Servicing Specialist

Our state-of-the-art contact center is the heartbeat of goeasy — proudly supporting our easyfinancial and easyhome brands across Canada. Join one of the country’s fastest-growing companies and be part of something extraordinary. Welcome to goeasy! 

At goeasy, our people and culture are at the heart of everything we do — and we’re proud to be recognized for it. We’ve been named one of Canada’s Top Growing Companies, Greater Toronto Top Employers, and we’re honored to have received Canada’s Most Admired Corporate Cultures award. We’re also certified as a Great Place to Work®, recognized among the Best Workplaces for Women, and celebrated for having one of the Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies. These accolades reflect our ongoing commitment to creating an inclusive, high-performance culture where people thrive and innovation leads the way. 

Our contact center plays a vital role in supporting over 400 retail locations across the country, helping Canadians reach their personal and financial goals. Through specialized, high-impact teams, we deliver the expert service, care, and support that fuel goeasy’s success. 

The Senior Loan Service Specialist will be responsible for supporting Loan Servicing Agents with tasks, inquiries, and training opportunities, planning and organizing the workflow to ensure all deadlines and SLA’s are met.

A day in the life of a Senior Loan Servicing Specialist: 

• Ticket Queue: Manage ticket queues by distributing work evenly, reassigning tasks as needed, and monitoring throughout the day (4–5 times daily). Handle escalations and complex or high-risk tickets to ensure timely and accurate resolution
• Genius Bar: Coordinate Genius Bar support by assigning agents, monitoring participation, and tracking unnecessary escalations. Provide weekend coverage support as required.
• E-transfers: Perform daily balancing of eTransfer reports, resend returns, and follow up with branches on missing tickets
• Pending approvals:Monitor pending approvals every two hours, follow up with Regional Managers, and ensure accurate reporting practices using Fresh Ticketing
• Term Adjustments (ECT): Oversee the Term Adjustment queue and assigning workload based on agent capacity and performance metrics
• Cumulative Management: Review cumulative errors daily and routing them to responsible agents for correction
• WV vs LAMS Discrepancy Report: Generate a daily report to ensure the disbursal status of loans in Wealthview matches the funding status in SalesForce
• Maintain and monitor procedures to ensure consistency, accuracy, and team understanding
• Partner with the Retail Network to identify training needs and process improvement opportunities
• Provide daily team status updates and adjust workload allocation based on staffing and priorities

What we are looking for: 

• Strong written and verbal communication skills with a high level of professionalism
• Proven analytical and problem-solving abilities with strong attention to detail
• Ability to work independently with minimal supervision while maintaining a high level of accuracy
• Capable of managing multiple priorities in a fast-paced, deadline-driven environment
• Strong decision-making skills with the ability to handle escalations and complex situations
• Intermediate proficiency in Microsoft Office (Word, Excel, Outlook)
• Experience working with WealthView, Salesforce, or similar systems is an asset
• Excellent organizational and time management skills
• Ability to collaborate effectively across teams and support a positive team environment

We’re committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust — and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success. If selected for an interview, you’ll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit.

This posting is for an existing vacancy within our team.

Diversity, Inclusion, and Equal Opportunity Employment:  

 At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.  

 Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.   

 We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.