Loss Mitigation Liaison I

M&T Bank; Getzville (NY); On-site; USD 31,147 - 51,894; Full time

Job summary

M&T Bank in Getzville, NY is seeking a Mortgage Collections Specialist to serve as the single point of contact throughout the loss mitigation and foreclosure process.

You will take calls from delinquent borrowers, collect financial information, explain mitigation options, and ensure compliance with state and federal laws while supporting the bank’s customer service standards.

Qualifications

• A combined 4 years’ higher education and/or work experience, including a minimum of 1 year collections or customer service experience.
• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

Responsibilities

• Take inbound and make outbound calls to a delinquent mortgage loan portfolio while complying with state and federal laws.
• Answer consumer questions and document contact in the mortgage servicing system.
• Understand investor’s waterfall and required documents for loss mitigation; collect financial information.
• Explain terms of loss mitigation approvals or declines and appeal options.
• Explain foreclosure process and liquidation options as needed.
• Adhere to internal control standards and address audit findings.
• Promote an environment reflecting the M&T Bank brand.

Skills

Effective communication

Customer service

Phone communication

Word processing

Spreadsheet skills

Knowledge of M&T systems

Education

4 years higher education / work experience

Job description

Education and Experience Preferred

• Bachelor’s degree.
• Mortgage 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 $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Overview

This position is responsible for acting as the Single Point of Contact (“SPOC”) throughout the loss mitigation process, from package collection through decision and closing, as well as through the foreclosure process.

Primary Responsibilities

• Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
• Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.
• Understand investor’s waterfall and required documents for loss mitigation. Collect consumer financial information and assist borrowers in reviewing loss mitigation documents.
• Communicate and explain the terms of loss mitigation approvals or declines, the rational for each and ability to appeal or re-apply.
• Communicate liquidation options and explain the foreclosure process as necessary.
• Adhere to applicable compliance/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 together with any issues raised by external regulators as applicable.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

Scope of Responsibilities

Maintains direct contact with consumers.

Education and Experience Required

• A combined 4 years’ higher education and/or work experience, including a minimum of 1 year collections or customer service experience.
• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

Location

Getzville, New York, United States of America