Collections Specialist (Early Stage) - Hybrid

About the role

M&T Bank is seeking customer-focused professionals to join our Collections team. In this role, you'll work directly with customers who are experiencing financial challenges, helping them explore repayment options and return their accounts to good standing while delivering an exceptional customer experience.

Responsibilities

• Make and receive a high volume of customer phone calls using automated dialing technology
• Contact customers to discuss past-due accounts and identify appropriate repayment solutions
• Recommend payment plans and other available programs designed to help customers resolve delinquency
• Document customer interactions accurately and thoroughly within internal systems
• Research account issues, identify potential concerns such as fraud or insurance-related matters, and escalate when appropriate
• Answer questions from customers and internal business partners regarding delinquent accounts
• Navigate multiple systems and applications while managing customer conversations
• Follow all regulatory, compliance, and operational risk requirements

Requirements

• A genuine desire to help customers and identify solutions
• Strong verbal communication and phone etiquette
• Empathy, professionalism, and the ability to build rapport quickly
• Excellent attention to detail and documentation skills
• Comfort working in a fast-paced, performance-driven environment
• Strong computer and multitasking skills
• The ability to learn new systems and processes quickly
• Good judgment and problem-solving abilities
• A positive attitude and collaborative team mindset

Qualifications

• High School Diploma or GED
• 1+ year relevant work experience

Skills

• Customer service skills
• Customer service experience
• Customer service training
• Customer service certification
• Customer service techniques
• Customer service strategies
• Customer service best practices

Benefits

• Flexible work schedule
• Hybrid work model
• Competitive pay range of $18.00 - $28.31 (USD)
• Team-building activities and events
• Opportunities for career growth and development

Pay

• $18.00 - $28.31 (USD)

Schedule

• Monday-Friday: 8:00am-4:30pm on four weekdays
• 12:30pm-9:00pm on one weekday
• Saturdays: 8:00am-12:30pm
• 1-2 Saturdays per month is required