Loss Mitigation Liaison I

M&T Bank Corporation; New York (NY); Hybrid; USD 47,000 - 78,000; Full time

Job summary

M&T Bank Corporation is seeking a specialist to serve as the Single Point of Contact for the loss mitigation process, from collection through closing and through foreclosure as needed.

The role requires experienced borrower communication, documentation in the servicing system, and thorough knowledge of loss mitigation options and foreclosure procedures.

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

• Act as the SPOC during loss mitigation from package collection through decision and closing, and through foreclosure when applicable.
• Take inbound and make outbound calls to delinquent borrowers exploring loss mitigation options or in foreclosure.
• Document all contacts in the mortgage servicing system and respond to consumer questions.
• Explain terms of loss mitigation approvals or declines and the appeals/re-application process.
• Describe liquidation options and the foreclosure process when needed.
• Adhere to applicable compliance and operational risk controls and internal policies.

Skills

Phone communication

Customer service

Professional communication

Word processing

Excel / Spreadsheet

Education

Bachelor's degree

Higher education / work experience

Tools

M&T systems

MS Word

MS Excel

Mortgage collections software

Job description

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.

Education and Experience Preferred

• Bachelor’s degree.
• Mortgage collections experience.
• Knowledge of M&T systems.

Pay

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.

Location

Getzville, New York, United States of America

About M&T Bank

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. View M&T’s Human Capital Report to learn more.

Equal Employment Opportunity

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.

Drug Free Workplace

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