Outreach Specialist II

M&T Bank Corporation; Getzville (NY); On-site; USD 26,000 - 43,000; Full time

Job summary

M&T Bank Corporation in Getzville, NY seeks a Collections Associate to contact delinquent borrowers, assess repayment options, and maintain compliant, respectful customer relationships. You will handle calls, document outcomes, and refer complex issues for escalation.

The role requires 1+ year of relevant experience, strong communication, and detail orientation. The position may involve routine collections workflows and collaboration with internal teams in a regulated banking environment.

Qualifications

• 2 years combined education/work experience preferred.
• Proficient with Word and Excel.
• Strong written and verbal communication skills.
• Detail oriented and able to work independently.
• Team player and motivated to resolve delinquencies.

Responsibilities

• Initiate contact with consumer borrowers in delinquency to collect past due payments and assess repayment options.
• Perform inbound and outbound calls to communicate repayment options and handle inquiries.
• Conduct account reviews on high-risk loans and escalate as needed with recommended actions.
• Use internal systems to manage accounts and ensure accurate processing and compliance.

Skills

Communication skills

Analytical ability

Problem solving

Attention to detail

Independent work

Education

Associate degree

2 years higher education or work experience

Tools

Microsoft Word

Microsoft 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 escal issues to management with recommended actions.

Utilize internal collections and accounting systems to manage accounts, resolve problematic situations, and refer 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