Mortgage Customer Outreach Specialist II

Collections Specialist

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. Duties include performing inbound and outbound calls (manual and AutoDial), referring customers to appropriate departments through warm transfers, and conducting skip-tracing when necessary.

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 escalate 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.

Managerial/Supervisory Responsibilities

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.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 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