Mortgage Customer Outreach Specialist I

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

Job summary

Join M&T Bank Corporation as a Mortgage Customer Outreach Specialist I, where you'll help to connect with borrowers in early stages of default on their mortgage loans. This hybrid role based in Getzville, NY involves proactive outreach, compliance adherence, and support to create repayment solutions. We're looking for candidates with strong communication skills and relevant experience who want to make a difference in the community. A competitive hourly pay range ensures that your contributions are recognized.

Benefits

Forty hours of paid volunteer time yearly

Competitive benefits including medical and retirement

Qualifications

• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

Responsibilities

• Initiate contact with consumers on delinquent mortgage loans.
• Collect consumer financial information and assess repayment ability.
• Handle inbound calls regarding mortgage loan products.

Skills

Communication

Customer Service

Problem Solving

Education

Combined 2 years’ higher education and/or relevant work experience

Associate’s degree

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 2 Days Ago job requisition id R77643

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.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• 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.

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

About Us

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. ViewM&T’s Human Capital Report to learn more.

Ready to join our team? Submit your application today!

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