Collections Specialist I

About the role

Responsible for managing an assigned portfolio of open or non-performing assets, mitigating loss situations, and reducing potential losses to M&T Bank. Perform mostly outbound calls via AutoDial to work with customers with past due accounts, arranging payment alternatives to resolve delinquency, reduce risk, and maintain the customer relationship.

Responsibilities

• Initiate contact with consumer borrowers in the early stage of delinquency; assess repayment prospects and arrange repayment schedules or solutions such as Loan Workout, Alternative Lending, Consumer Credit Counseling Services, Reages, or Extensions.
• Document outcomes of all calls.
• Accept inbound calls from internal departments and customers; respond to questions regarding all Consumer products at various stages of delinquency.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management with recommended courses of action.
• Utilize internal collections and accounting systems for all loan types; resolve problematic account situations or refer complex issues to a supervisor.
• Understand workflows necessary for account maintenance and corrections.
• Adhere to applicable compliance and 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 and issues raised by external regulators.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

Requirements

• High School diploma or GED plus a minimum of 1 year of relevant work experience.
• Experience with word processing, spreadsheet, and presentation software.
• Detail-oriented with strong verbal and written communication skills.

Qualifications (Preferred)

• Associate’s degree.
• Previous experience in customer service, customer-facing roles, collections, call center, or sales.
• Knowledge of M&T Bank systems.

Pay

The pay range for this position is $18.00 - $28.31 hourly (USD). The successful candidate’s compensation will be informed by their specific combination of knowledge, skills, and experience.

Location

Getzville, New York, United States of America