Loan Operations Specialist

About BridgePoint Financial

BridgePoint Financial has been a leader in Canada’s legal finance market since 2005, delivering innovative, value-added funding solutions with an unwavering commitment to client service. Built on a foundation of trust, we have established relationships with more than 1,500 law firms nationwide.

Our solutions are designed to facilitate meaningful access to justice, supporting both legal professionals and their clients through flexible, responsive financing. We continuously evolve our industry-leading offerings to deliver exceptional client experiences and strong outcomes. Our core solutions include Settlement Advances, Treatment Financing, Law Firm Funding (including Expert Report and File-Specific Funding), Estates Funding, First Nations Financing, and Commercial and Class Action Financing.

As a fast-growing and dynamic organization, we seek professionals who bring initiative, intellectual curiosity, and a strong sense of ownership. The ideal candidate is detail-oriented, strategically minded, adaptable, and thrives in a collaborative, high-performance environment.

Role Overview

We are currently seeking an ambitious self-starter who is detail oriented to add to our operations team. This is a position whose primary focus will be to provide support by processing loan applications for our clients, corresponding with clients on a variety of miscellaneous issues, and providing general administrative assistance to Management.

The position is an 18-month contract with a salary range of $60,000–$65,000, depending on experience, plus a completion bonus at the end of the contract.

Key Responsibilities

Relationship Management

• Receive and act on authenticated requests from external clients and law firms, pertaining to Loan/Credit activity and transaction processing on the Loans portfolio.
• Provide excellent customer service to build and maintain strong relationships with customers.
• Serve as a primary point of contact for clients and law firms throughout the loan lifecycle, communicating with empathy and sensitivity, appropriate to clients navigating personal injury or estate matters.
• Proactively communicate updates on application status, required documentation, and next steps to reduce client uncertainty and follow-up volume.
• Recognize and de-escalate difficult or dissatisfied client interactions, using sound judgment to resolve concerns and escalating to management when appropriate.

Operations Administration

• Review all pertinent information, sorting, compiling, and verifying the accuracy of data received prior to entering in the loan documentation system, in a timely manner and with high attention to detail.
• Verify entered data against source documents, or re-enter data in verification format to detect errors.
• Respond to a high volume of daily queries from internal and external clients and follow up in a timely manner.
• Process all approved applicants accurately and promptly for the loans portfolio.
• Assist clients with the completion, execution, and submission of online loan documentation in accordance with established procedures.
• Assist clients with access to the BridgePoint Portal, including password resets, account support, and basic navigation assistance.
• Ensure that operational activities are executed within established service level agreements.
• Gather data for audit reviews and perform data analysis as required.
• Meet or exceed operational goals and performance expectations.
• Generate client and lawyer monthly statements.
• Generate daily statements of account across all lending products for internal and external parties.
• Manage customer service queries via email, phone call, SMS, and online chat platform.
• Track response and resolution outcomes for customer service inquiries to support service level reporting.
• Maintain accurate, detailed records of client interactions in the CRM/loan system to ensure continuity of service across the team.

Problem Resolution

• Analyze unusual transactions to determine the appropriate resolution, complying with control and client service standards.
• Investigate and resolve issues concerning client loans.
• Apply active listening and empathetic communication techniques when handling sensitive or emotionally charged client situations.

Continuous Improvement

• Assist in identifying and implementing process improvements and control procedures.
• Actively participate with the implementation and integration of systems that automate business processes and the continuous improvement of efficiencies within the organization.
• Participate in plans to improve operational effectiveness and efficiency.

Education

• College/university degree in business is preferred.

Competencies (Skills and Qualifications)

• Have 2+ years of previous customer service/administrative experience.
• Possess knowledge of working with standard operational processes.
• Be able to work well under pressure, efficiently handling multiple tasks and a strong ability to prioritize.
• Have the ability to prioritize under pressure.
• Possess strong interpersonal skills to maintain customer relationships with client companies.
• Possess advanced computer skills, specifically in MS Word, Outlook, Excel and PowerPoint.
• Possess advanced written and verbal communication skills with strict attention to detail, excellent time management, and organizational skills.
• Work independently, take initiative and have a strong work ethic.
• Ability to learn new processes and tools quickly is essential.
• Team player - ability to work with people from multiple teams.
• Excellent customer service and interpersonal skills.

*Scope of responsibilities for this opportunity may change and will include but not be limited to the above description.

Why Join BridgePoint

• Be part of a market leader shaping the future of legal finance
• Work alongside high-performing, collaborative professionals
• Engage in meaningful work that improves access to justice
• Thrive in a flexible, entrepreneurial, and growth-oriented culture

BridgePoint Financial is an equal opportunity employer committed to fostering an inclusive and accessible workplace in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available upon request throughout the recruitment process.