Mortgage Customer Outreach Specialist I

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

Job summary

An established industry player is seeking a Mortgage Customer Outreach Specialist to join their team. This role focuses on assisting borrowers in early stages of mortgage default by collecting payments and providing tailored solutions. You will engage directly with consumers, ensuring compliance with regulations while promoting a supportive environment. The position offers a dynamic work atmosphere where your communication and customer service skills will shine. If you're looking for a rewarding opportunity to make a difference in the lives of borrowers, this is the role for you.

Qualifications

• 2 years of relevant work experience or higher education required.
• Proficient in communication and customer service.

Responsibilities

• Initiate contact with consumers in default stages to collect payments.
• Assess financial information and arrange repayment plans.

Skills

Effective communication

Customer service

Problem-solving

Financial assessment

Education

2 years of higher education

Associate’s degree

Tools

Word processing software

Spreadsheet software

Job description

Join to apply for the Mortgage Customer Outreach Specialist I role at M&T Bank.

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

Primary Responsibilities:

1. Initiate contact with consumers in the earliest stages of default on their mortgage loans with M&T to collect past due payments, while maintaining compliance with all applicable state and federal laws and regulations.
2. Collect consumer financial information, assess their ability to repay, identify solutions, and arrange repayment plans as needed.
3. Handle inbound calls from internal departments and consumers regarding all mortgage loan products in early delinquency stages.
4. Communicate applicable state-specific call compliance requirements during all inbound and outbound calls.
5. Identify suspicious situations (e.g., fraud, lack of insurance), investigate exposure, escalate issues, and recommend actions.
6. Resolve problematic accounts where appropriate, referring complex issues to the supervisor, and understand workflow for account maintenance.
7. Adhere to compliance and operational risk controls per company and regulatory standards.
8. Maintain M&T internal control standards, including timely implementation of audit points and addressing issues raised by regulators.
9. Promote an environment that supports belonging and reflects the M&T Bank brand.
10. Complete other related duties as assigned.

Scope of Responsibilities: Initiate direct contact with consumers.

Education and Experience Required: A combined 2 years of higher education and/or relevant work experience. Effective and professional communication over the phone. Excellent customer service skills. Proficiency with word processing and spreadsheets.

Preferred: Associate’s degree, collections experience, knowledge of M&T systems.

M&T Bank offers a pay range of $18.00 - $28.11 per hour, depending on experience and location.

Location: Clanton, Alabama, United States.