Outreach Specialist III

M&T Bank Corporation; New York, Northern (NY, KY); Hybrid; USD 32,000 - 43,000; Full time

Job summary

M&T Bank Corporation in Getzville, NY is seeking an Outreach Specialist III to contact delinquent borrowers and discuss repayment options. You will perform inbound and outbound calls, assess ability to repay, and coordinate with internal teams to structure workouts or payment plans.

This role requires compliance with all state and federal laws, strong communication, and analytical problem-solving skills; you will work in a collaborative, hybrid environment and contribute to reducing risk while

Qualifications

• 2 years higher education and/or work experience required.
• 1 year relevant work experience preferred.
• Strong written and verbal communication skills.
• Detail oriented with analytical problem-solving abilities.

Responsibilities

• Contact delinquent borrowers via inbound/outbound calls to discuss repayment options and collect past-due payments.
• Assess repayment options and document outcomes; refer to appropriate departments via warm transfers.
• Perform skip-tracing and analyze loan documents to determine recovery likelihood.
• Ensure compliance with state and federal laws; escalate complex issues to supervisors as needed.
• Maintain accurate records of call outcomes and participate in ongoing process improvements.

Skills

Communication skills

Detail oriented

Analytical thinking

Team player

Education

2 years higher education or equivalent work experience

Tools

Word processing

Spreadsheet

Job description

## Outreach Specialist IIIApply: Hybrid Position: Getzville, NY: Full time: Posted Today: R90913# **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 escalate 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 $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.