Mortgage Customer Outreach Specialist I

M&T Bank Corporation; New York (NY); Hybrid; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Mortgage Customer Outreach Specialist I to engage with borrowers in the early stages of mortgage delinquency. This hybrid role involves collecting payments while ensuring compliance with state and federal regulations. The ideal candidate will possess excellent communication and customer service skills, along with the ability to assess financial situations and propose solutions. Join a committed team that values fair and competitive compensation, and play a crucial role in supporting customers through challenging financial times. If you are dedicated to helping others and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Contact consumers to collect on delinquent mortgage loans.
• Assess consumer repayment ability 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

Mortgage Customer Outreach Specialist I page is loaded

Mortgage Customer Outreach Specialist I

Apply remote type Hybrid Position locations Getzville, NY time type Full time posted on Posted Today job requisition id R75068

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:

• 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.
• Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans as necessary.
• Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
• Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.
• Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor. Understand the workflow necessary for account maintenance/corrections.
• 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.
• Complete other related duties as assigned.

Scope of Responsibilities:

Initiates direct contact with consumers.

Education and Experience Required:

A combined 2 years’ higher education and/or relevant work 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:

Associate’s degree.

Collections experience.

Knowledge of M&T systems.

Compensation:

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $28.11 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