Mortgage Customer Outreach Specialist II

Overview Responsible for contacting and working with customers who are delinquent on loans. The role focuses on arranging payment alternatives to resolve past due situations, reduce risk, and maintain positive customer relationships. Responsibilities Initiate contact with consumer borrowers in delinquency to collect past due payments and assess repayment options, while maintaining compliance with all applicable state and federal laws and regulations. Evaluate documentation to determine ability to repay and identify appropriate solutions, such as repayment plans, loan workouts, or other assistance options. Perform inbound and outbound calls (manual and AutoDial) to communicate repayment options and handle inquiries from internal departments and customers regarding loans. Document all call outcomes accurately and ensure adherence to state‑specific compliance requirements. Conduct research and account reviews on high‑risk loans, analyzing financial statements and loan opening documents to assess recovery likelihood. Identify and identify high risk situations and escape issues to management with recommended actions. Utilize internal collections and accounting systems to manage accounts, resolve problematic situations, and refer complex issues to supervisors as needed. Understand workflows necessary for account maintenance and corrections through resolution, ensuring timely and accurate processing. Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies. Promote an environment that supports belonging and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. Minimum Qualifications A combined 2 years’ higher education and/or work experience, including a minimum of 1 year relevant work experience. Working knowledge of word processing and spreadsheet software. Strong written and verbal communication skills. Detail oriented. Motivated, team player. Strong analytical ability and problem solving skills. Strong work ethic and ability to work independently. Preferred Qualifications Associate’s degree. Collections experience. Knowledge of M&T systems. Location Getzville, New York, United States of America Compensation The pay range for this position is $18.68 - $31.14 Hourly (USD). About M&T Bank Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long‑lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Core Values Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. Additional Resources View M&T’s Human Capital Report to learn more. Equal Employment Opportunity M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. Career Site Privacy Notice #J-18808-Ljbffr M&T Bank Corporation