Outreach Specialist III

Overview:

Responsible for managing an assigned customer base of delinquent loans, mitigating loss situations and reducing nonaccrual and loss population to M&T Bank. Evaluate status of loan to decide on interactions with customers, Branch Managers and Relationship Managers. Transfer accounts to Workout Team based on delinquency or other risk triggering factors.

Primary Responsibilities:

• Responsible for handling past due Commercial loans, Mortgages, Leases, Lines of Credit, Credit Cards and overdrawn Deposit Accounts.
• Interact with customers via outbound calls, inbound calls and email correspondence.
• Collaborate with direct management, business customers, sales and branch reps, and relationship managers to determine appropriate solutions which can include a recommendation for non-accrual and charge-off.
• Initiate direct contact with business customers and all guarantors assessing the prospect of repayment; make recommendations for transfer to Workout/Special Assets.
• Collaborate with Relationship Manager’s and CAM business partners to determine collateral type, value, and direction of loss mitigation strategy.
• Thoroughly document loan/relationships supporting business recommendations.
• Investigate and conduct skip tracing as required, utilizing resources available.
• Keep abreast of business and market trends that may affect portfolio performance.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• 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.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

Scope of Responsibilities :

Large percentage of time spent on the phone with customers.

Work under general supervision.

Education and Experience Required:

A combined 3 years’ higher education and/or work experience with a minimum of 1 year collection experience or customer services/sales experience.

Experience with word processing, spreadsheet and presentation software.

Detail oriented.

Strong verbal and written communication skills.

Education and Experience Preferred:

Bachelor’s degree.

Two years’ collection experience.

Knowledge of the Commercial, Revolving Credit or Overdraft products.

Exposure to financial statements, analysis, and collateral valuation.

Knowledge of M&T Bank systems.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Getzville, New York, United States of America