Outreach Specialist II

M&T Bank Corporation; New York (NY); Hybrid; USD 26,000 - 43,000; Full time

Job summary

M&T Bank Corporation is seeking a Collections Specialist in Getzville, NY. This role focuses on contacting delinquent borrowers, evaluating repayment options, and guiding accounts toward resolution while maintaining regulatory compliance.

The position emphasizes strong communication, analytical skills, and the ability to work independently within a collaborative team environment. Competitive hourly pay and benefits are offered.

Qualifications

• Combined 2 years of higher education and/or work experience.
• Minimum 1 year of relevant work experience in collections or similar fields.
• Strong written and verbal communication skills.
• Detail oriented with a solid work ethic and ability to work independently.

Responsibilities

• Initiate contact with delinquent borrowers to collect past due payments and assess repayment options.
• Evaluate documentation to determine ability to repay and identify suitable solutions such as repayment plans or loan workouts.
• Perform inbound and outbound calls to explain repayment options and respond to inquiries from customers and internal teams.
• Document all call outcomes accurately and ensure compliance with state/federal regulations.
• Research high‑risk loans, analyze financial statements, and assess recovery likelihood.

Skills

Word processing

Spreadsheet software

Communication skills

Detail oriented

Analytical ability

Team player

Independent work

Education

Associate’s degree

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.

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 escape 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.

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.

Location

Getzville, New York, United States of America

Compensation

The pay range for this position is $18.68 - $31.14 Hourly (USD).

About M&T Bank

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.

Core Values

Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do.

Additional Resources

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.

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