Mortgage Customer Outreach Specialist I

M&T Bank; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their collections team. In this role, you'll be responsible for reaching out to borrowers in the early stages of mortgage loan delinquency, ensuring compliance with all relevant laws while providing exceptional customer service. Your ability to communicate effectively and assess financial situations will be key in helping consumers navigate their repayment options. This position offers a competitive hourly wage and the opportunity to make a meaningful impact in the lives of customers. If you're passionate about helping others and thrive in a fast-paced environment, this is the perfect opportunity for you.

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 financial situations and arrange repayment plans.

Skills

Effective Communication

Customer Service

Financial Assessment

Problem Solving

Education

2 years of higher education or relevant work experience

Associate’s degree

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. 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. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location.

Location:

Clanton, Alabama, United States of America