Mortgage Loan Resolution Specialist (SPOC)

M&T Bank Corporation; Getzville (NY); On-site; USD 32,000 - 51,000; Full time

Job summary

M&T Bank Corporation in Getzville, NY seeks a Loss Mitigation Specialist to manage the borrower contact chain through the loss mitigation and foreclosure process. You will gather information, coordinate documentation, and communicate decisions with clarity and compliance.

The role requires strong telephone communication, customer service, and documentation skills, plus familiarity with word processing and spreadsheets. On-site role in Getzville with competitive hourly pay.

Qualifications

• 4 years of higher education and/or work experience with 1 year in collections or customer service.
• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

Responsibilities

• Act as the single point of contact through loss mitigation and foreclosure processes.
• Answer borrower questions and document interactions in the servicing system.
• Explain terms of loss mitigation approvals or declines and appeal process.
• Explain foreclosure options and timelines as needed.
• Maintain regulatory and internal controls in line with company policies.
• Maintain direct contact with consumers throughout the process.

Skills

Phone communication

Customer service

Communication skills

Word processing and spreadsheets

Education

Combined 4 years’ higher education/work experience

Bachelor’s degree (preferred)

Tools

M&T systems

Job description

Overview

This position is responsible for acting as the Single Point of Contact (“SPOC”) throughout the loss mitigation process, from package collection through decision and closing, as well as through the foreclosure process.

Primary Responsibilities

• Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
• Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.
• Understand investor’s waterfall and required documents for loss mitigation.
• Collect consumer financial information and assist borrowers in reviewing loss mitigation documents.
• Communicate and explain the terms of loss mitigation approvals or declines, the rational for each and ability to appeal or re-apply.
• Communicate liquidation options and explain the foreclosure process as necessary.
• 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.
• Maintain direct contact with consumers.

Education and Experience Required

• A combined 4 years’ higher education and/or work experience, including a minimum of 1 year collections or customer service 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

• Bachelor’s degree.
• Mortgage collections experience.
• Knowledge of M&T systems.

Location

Getzville, New York, United States of America

Pay

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

About M&T

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.

View M&T’s Human Capital Report to learn more.

Equal Employment Opportunity

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.

Drug Free Workplace

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