Mortgage Customer Outreach Specialist I

M&T Bank is seeking a professional to collect on delinquent mortgage loans by contacting borrowers who are in the early stages of default (60 or fewer days delinquent).

Responsibilities

• Initiate contact with consumers in the earliest stages of mortgage-loan default to collect past-due payments while maintaining compliance with all state and federal consumer-collection laws and regulations.
• Collect consumer financial information, assess repayment ability, identify appropriate solutions, and arrange repayment plans as necessary.
• Handle inbound calls from internal departments and consumers concerning all mortgage loan products in early-stage delinquency.
• Communicate all applicable state-specific call-compliance requirements on both inbound and outbound calls.
• Identify suspect situations (e.g., fraud, lack of insurance), investigate exposure, and escalate issues to management with recommended courses of action.
• Resolve problematic account situations where appropriate; refer complex problems to a supervisor.
• Understand the workflow 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

• A combined 2 years of higher education and/or relevant work experience.
• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

Preferred Qualifications

• Associate’s degree.
• Collections experience.
• Knowledge of M&T systems.

Pay

$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