Outreach Specialist V

mtb; Getzville (NY); On-site; USD 3,582,000 - 5,971,000; Full time

Job summary

M&T Bank in Getzville, NY seeks a liaison for mortgage delinquency cases, guiding borrowers through loss mitigation and foreclosure stages. The role supports management with projects and trains new staff to ensure compliance and efficiency.

Responsibilities include handling high‑risk accounts, answering borrower questions, and documenting interactions in the servicing system, while mentoring new hires and assisting auditors as needed.

Qualifications

• A combined 5 years' higher education and/or work experience, including a minimum of 2 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.

Responsibilities

• Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
• Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.
• Understand investor's waterfall and required documents for loss mitigation. Collect consumer financial information and assist borrowers in reviewing documents.
• Communicate and explain the terms of approvals or declines, the rational for each and ability to appeal or re-apply.
• Communicate liquidation options and explain the foreclosure process as necessary.
• Provides subject matter expertise to team in case of supervisor absence. Responsible to demo and provide feedback on new process or procedures prior to implementation.
• Responsible for working on special projects involving higher risk and more complex accounts.
• Serves as a mentor for new hires.
• Provides shadow opportunities to auditors.

Skills

Communication skills

Analytical thinking

Detail oriented

Team player

Independent work

Problem solving

Education

Bachelor's degree

Tools

Word

Excel

Mortgage servicing system

Job description

Overview

This position is responsible for acting as the liaison throughout all stages of delinquency, from package collection through decision and closing, as well as through the foreclosure process. This position will also be responsible for assisting management with projects and training new employees.

Responsibilities

• Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
• Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.
• Understand investor's waterfall and required documents for loss mitigation. Collect consumer financial information and assist borrowers in reviewing documents.
• Communicate and explain the terms of approvals or declines, the rational for each and ability to appeal or re-apply.
• Communicate liquidation options and explain the foreclosure process as necessary.
• Provides subject matter expertise to team in case of supervisor absence. Responsible to demo and provide feedback on new process or procedures prior to implementation.
• Responsible for working on special projects involving higher risk and more complex accounts.
• Serves as a mentor for new hires.
• Provides shadow opportunities to auditors.

May Also Include

• Assist with loan level questions via the Help Line
• Handling telephonic and internal escalations received.
• Assist in trending root cause of escalations and provide feedback for potential process enhancements and or training.
• Monitor phone queue for efficiency and proper coverage. Provide feedback on problem areas.
• 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 5 years' higher education and/or work experience, including a minimum of 2 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

• Bachelor's degree.
• 3 years' banking 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 $26.00 - $43.34 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