Outreach Specialist V

M&T Bank Corporation; Getzville (NY); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Paid volunteer time

Job summary

M&T Bank Corporation is seeking a delinquency liaison in Getzville, NY to guide borrowers through loss mitigation and foreclosure processes. The role supports management with projects, and trains new employees while ensuring compliance with applicable laws.

Responsibilities include handling delinquent borrower calls, documenting interactions, explaining approvals/declines, and mentoring new hires. The position also covers special projects and process improvements for higher risk accounts.

Qualifications

• 5 years combined education and/or experience, with at least 2 years in a related role.
• Proficiency with word processing and spreadsheets.
• Excellent written and verbal communication.
• Detail oriented with strong analytical skills.
• Self-motivated, a team player and able to work independently.

Responsibilities

• Take inbound and make outbound calls to delinquent mortgage borrowers while complying with laws and regulations.
• Answer questions and document contact in the mortgage servicing system.
• Understand loss mitigation waterfall and documents required.
• Collect financial information and review borrower documents.
• Explain approvals/declines and the appeals process.
• Explain foreclosure process and liquidation options as needed.
• Provide subject matter expertise during supervisor absence.
• Demo and provide feedback on new processes prior to implementation.
• Handle high risk and more complex accounts on special projects.
• Mentor new hires and provide shadow opportunities for auditors.
• Assist with loan level questions and help trend escalations for improvements.

Skills

Communication skills

Detail oriented

Team player

Analytical ability

Problem solving

Independent working

MS Word/Excel

Education

Bachelor’s degree

Tools

Microsoft Word

Excel

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.

Benefits:

• Competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year.

Pay:

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

Company Culture:

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.

Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

Equal Opportunity Statement:

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.

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.