Outreach Specialist I

mtb; Millsboro (DE); On-site; USD 25,000 - 39,000; Full time

Job summary

M&T Bank in Millsboro, Delaware is seeking a credit collections professional to manage an assigned portfolio of delinquent assets. You will perform outbound and inbound calls to arrange payment solutions while protecting the customer relationship.

Responsibilities include initiating contact, documenting outcomes, assessing repayment prospects, and escalating high‑risk issues. Strong communication, analytical, and independent work skills are essential.

Qualifications

• High School diploma or GED required, plus 1 year related experience.
• Strong written and verbal communication skills.
• Detail oriented with good analytical and problem-solving abilities.
• Motivated, team player with ability to work independently.

Responsibilities

• Initiate contact with consumer borrowers in early delinquency; assess repayment prospects and arrange schedules.
• Document outcomes of all calls.
• Handle inbound calls from internal departments and customers; answer questions on Consumer products during delinquency.
• Identify high-risk situations (fraud, lack of insurance) and escalate with recommended actions.
• Utilize internal collections and accounting systems for all loan types; refer complex issues to leadership.
• Adhere to compliance/operational risk controls and company policies.
• Support an environment reflecting M&T Bank brand and maintain internal controls.
• Complete other related duties as assigned.

Skills

Communication skills

Detail oriented

Analytical ability

Independent worker

Word processing & spreadsheets

Education

High School diploma/GED

Associate's degree

Tools

M&T Bank systems

Job description

Overview

Responsible for managing an assigned portfolio for open or non-performing assets, mitigating loss situations and reducing potential losses to M&T Bank. Perform outbound and inbound calls. Responsible for working with customers with past due accounts to arrange for payment alternatives to resolve delinquency, which reduces risk and maintains the customer relationship.

Responsibilities

• Initiate contact with consumer borrowers that are in the early stage of delinquency; determine reason for delinquency and assess the prospect of repayment, and arranging repayment schedules or other solutions.
• Document outcomes of all calls.
• Accept inbound calls from various internal departments as well as customers; respond to questions regarding all Consumer products at various stages of delinquency.
• Identify high-risk situations (i.e. fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of course of action.
• Utilize internal collections systems and accounting systems for all loan types. Identify and resolve problematic account situations where appropriate referring more complex problems to the leader and understand the workflow necessary for account maintenance/corrections.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• 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.

Minimum Qualifications

• High School diploma/GED plus 1 year related experience.
• Working knowledge of word processing and spreadsheet software.
• Strong written and verbal communication skills.
• Detail oriented.
• Motivated, team player.
• Strong analytical ability and problem solving skills.
• Strong work ethic and ability to work independently.

Preferred Qualifications

• Associate's degree.
• Previous experience in customer service, customer-facing, collections, call center or sales.
• Knowledge of M&T Bank 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 - $28.31 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Millsboro, Delaware, United States of America