Mortgage Customer Outreach Specialist I

M&T Bank; Getzville (NY); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking financial institution where you will play a crucial role in managing delinquent mortgage loans. This position focuses on initiating contact with consumers in the early stages of default, assessing their financial situations, and helping them find solutions to repay their debts. You will work in a supportive environment that values diversity and compliance with regulations. If you have strong communication skills and a passion for customer service, this is an excellent opportunity to make a positive impact while advancing your career in the banking sector.

Qualifications

• 2 years of higher education or relevant work experience required.
• Excellent communication and customer service skills are essential.

Responsibilities

• Contact consumers in early stages of mortgage loan default to collect payments.
• Assess consumer’s ability to repay and arrange repayment plans.

Skills

Effective communication

Customer service skills

Problem-solving

Education

2 years of higher education or relevant work experience

Associate’s degree (preferred)

Tools

Word processing software

Spreadsheet software

Job description

Overview:

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early stages of default (60 or less days delinquent).

Primary Responsibilities:

1. Initiate contact with consumers in the earliest stages of default on their mortgage loans with M&T in an effort to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
2. Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans as necessary.
3. Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
4. Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
5. Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.
6. Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor. Understand the workflow necessary for account maintenance/corrections.
7. Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
8. 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.
9. Promote an environment that supports diversity and reflects the M&T Bank brand.
10. Complete other related duties as assigned.

Scope of Responsibilities:

Initiates direct contact with consumers.

Education and Experience Required:

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

Education and Experience Preferred:

1. Associate’s degree.
2. Collections experience.
3. Knowledge of M&T systems.

Location: Getzville, New York, United States of America

Pay Range: $18.00 - $28.11 Hourly (USD)

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.