Outreach Specialist III

M&T Bank; Getzville (NY); On-site; USD 28,000 - 47,000; Full time

Job summary

M&T Bank in Getzville, New York is seeking a delinquency collections associate to contact borrowers, discuss repayment options, and resolve past due accounts. You will perform calls, document outcomes, and ensure compliance with applicable laws.

Responsibilities include analyzing loan documents, evaluating repayment plans, and escalating high-risk cases to supervisors. Join a team focused on risk reduction and customer service.

Qualifications

• 2 years of higher education and/or work experience
• Strong written and verbal communication
• Detail oriented and accurate
• Team player with proactive attitude
• Strong analytical ability and problem solving
• Ability to work independently

Responsibilities

• Initiate contact with delinquent consumers to collect past due payments and assess repayment options
• Perform inbound and outbound calls to communicate repayment options and handle inquiries
• Research high-risk loans and analyze financial statements to assess recovery likelihood
• Use internal systems to manage accounts and refer complex issues to supervisors
• Adhere to state and federal laws and internal controls and policies

Skills

Communication skills

Detail oriented

Team player

Analytical ability

Problem solving

Independent worker

Education

Two years higher 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. 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 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.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 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