Collections Specialist (Early Stage) - Hybrid

M&T Bank Corporation; Millsboro (DE); Hybrid; USD 25,000 - 52,000; Full time

Job summary

M&T Bank Corporation in Millsboro, Delaware is seeking a customer-focused Collections professional to help customers explore repayment options and bring accounts back to good standing while delivering an exceptional experience.

In this hybrid role, you will make and receive high volumes of calls, discuss delinquent accounts, document interactions, and navigate multiple systems while following regulatory requirements.

Qualifications

• High School Diploma or GED and 1+ year relevant work experience.
• Experience in customer service, banking or financial services, collections is beneficial.
• Strong computer proficiency and ability to learn systems quickly.

Responsibilities

• Make and receive a high volume of customer calls using automated dialing technology.
• Discuss past-due accounts and identify repayment solutions.
• Recommend payment plans and other available programs to resolve delinquency.
• Document customer interactions accurately in internal systems.
• Follow regulatory, compliance, and operational risk requirements.
• Answer questions from customers and internal partners regarding delinquent accounts.
• Navigate multiple systems and applications while managing conversations.

Skills

Customer service

Communication skills

Empathy

Problem solving

Attention to detail

Education

High school diploma or GED

Tools

Business software

Job description

Make a Difference While Helping Customers Find Financial Solutions Are you someone who enjoys helping people, solving problems, and thriving in a fast-paced environment? 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.

What You'll Do

• 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
• Handle a variety of consumer products, including credit cards, auto loans, recreational vehicle loans, and overdraft accounts
• Document customer interactions accurately and thoroughly within internal systems
• Research account issues, identify potential concerns such as fraud or insurance-related matters, and escal… 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

What Makes Someone Successful in This Role

We're looking for individuals who combine strong customer service skills with the ability to confidently navigate challenging conversations. Successful candidates typically demonstrate:

• 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

Education and Experience Required

High School Diploma or GED 1+ year relevant work experience

Education and Experience Preferred

Previous collections experience is beneficial but not required – we welcome candidates who have demonstrated success in customer-facing environments and are eager to learn

• Experience in customer service, retail sales and service, contact center/call center operations, banking or financial services, collections, account servicing, consumer lending
• Strong computer proficiency, including experience with business software applications
• Detail-oriented with strong written and verbal communication skills

Work Model & Office Location

This is a hybrid role requiring four days per week in the office. Eligible candidates must live within reasonable commuting distance to 499 Mitchell Street, Millsboro, DE 19966

Required Availability/Scheduled Shift

• Monday-Friday: 8:00am-4:30pm on four weekdays
• 12:30pm-9:00pm on one weekday
• Employees receive a 10% shift differential for the evening shift
• Saturdays: 8:00am-12:30pm 1-2 Saturdays per month is required

Why Join Our Team?

You'll become part of a collaborative team that values support, development, and engagement. The team regularly participates in team-building activities and events, creating an environment where employees can build strong relationships while growing their careers.

At M&T Bank, you'll have the opportunity to develop valuable skills in customer service, negotiation, problem-solving, and financial services while making a meaningful impact on customers and the organization.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $37.67 (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location Millsboro, Delaware, United States of America

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people's lives and uplift the communities we serve.

M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust.

M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution.

As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year.

Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.