Outreach Specialist II

M&T Bank; Getzville (NY); On-site; USD 25,000 - 43,000; Full time

Job summary

M&T Bank in Getzville, NY seeks a delinquency collections specialist to contact consumers, assess repayment options, and work with internal teams to resolve past-due loans. You will conduct calls, document outcomes, and ensure regulatory compliance while analyzing accounts for recovery potential.

The role emphasizes attention to detail, strong communication, and the ability to work independently within a collaborative team and a regulated environment.

Qualifications

• A combined 2 years’ higher education and/or work experience, including a minimum of 1 year relevant work 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.
• Associate’s degree.
• Collections experience.
• Knowledge of M&T systems.

Responsibilities

• Initiate contact with consumer borrowers in delinquency to collect past due payments and assess repayment options.
• Evaluate documentation to determine ability to repay and identify solutions, such as repayment plans, loan workouts, or other assistance options.
• Perform inbound and outbound calls to communicate repayment options and handle inquiries from internal departments and customers regarding loans.
• Document all call outcomes accurately and ensure adherence to state-specific compliance requirements.
• Conduct research and account reviews on high-risk loans, analyzing financial statements and loan opening documents to assess recovery likelihood.
• Identify and elevate high risk situations to management with recommended actions.
• Utilize analysis and accounting systems to manage accounts and reference complex issues to supervisors.
• Adhere to applicable compliance/operational risk controls and promote M&T Bank brand.
• Complete other related duties as assigned.

Skills

Communication skills

Detail oriented

Team player

Analytical ability

Problem solving

Independent worker

Strong work ethic

Education

Associate’s degree

2 years education/experience

Tools

Microsoft Word

Excel

Job description

Overview

Responsible for contacting and working with customers who are delinquent on loans. The role focuses on arranging payment alternatives to resolve past due situations, reduce risk, and maintain positive customer relationships. Duties include performing inbound and outbound calls (manual and AutoDial), referring customers to appropriate departments through warm transfers, and conducting skip-tracing when necessary.

Overview

Responsible for contacting and working with customers who are delinquent on loans. The role focuses on arranging payment alternatives to resolve past due situations, reduce risk, and maintain positive customer relationships. Duties include performing inbound and outbound calls (manual and AutoDial), referring customers to appropriate departments through warm transfers, and conducting skip-tracing when necessary.

Responsibilities:

Initiate contact with consumer borrowers in delinquency to collect past due payments and assess repayment options, while maintaining compliance with all applicable state and federal laws and regulations. Evaluate documentation to determine ability to repay and identify appropriate solutions, such as repayment plans, loan workouts, or other assistance options.

Perform inbound and outbound calls (manual and AutoDial) to communicate repayment options and handle inquiries from internal departments and customers regarding loans. Document all call outcomes accurately and ensure adherence to state-specific compliance requirements.

Conduct research and account reviews on high-risk loans, analyzing financial statements and loan opening documents to assess recovery likelihood. Identify and identify high risk situations and elevate issues to management with recommended actions.

Utilize analysis and accounting systems to manage accounts, resolve problematic situations, and reference complex issues to supervisors as needed. Understand workflows necessary for account maintenance and corrections through resolution, ensuring timely and accurate processing.

• 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.

Managerial/Supervisory Responsibilities

Minimum Qualifications

• A combined 2 years’ higher education and/or work experience, including a minimum of 1 year relevant work 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.


• 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 $18.68 - $31.14 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