Loss Mitigation Processor (SPOC)

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

Job summary

M&T Bank in Getzville, New York, seeks a Mortgage Loss Mitigation Specialist to serve as the single point of contact during loss mitigation, foreclosure, and related processes.

The role requires handling delinquent borrower calls, collecting financial information, explaining terms, and ensuring compliance with laws and internal controls. Strong communication and customer service skills are essential.

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 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.

Skills

Communication

Customer service

Phone communication

Education

Bachelor's degree

4 years education/experience

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.

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