Outreach Specialist V

M&T Bank Corporation; New York, Northern (NY, KY); Hybrid; USD 36,000 - 59,000; Full time

Job summary

M&T Bank Corporation in Getzville, NY is seeking an Outreach Specialist V to act as liaison through delinquency, loss mitigation, and foreclosure processes, and mentor staff on new processes. The role emphasizes compliance with state and federal laws, and collaboration with management on high-risk accounts.

You will handle inquiries, document financial information, and communicate approvals or declines while explaining outcomes and potential re-applications, in a hybrid Getzville setting.

Qualifications

• Minimum 5 years combined education and/or work experience.
• Strong written and verbal communication skills.
• Detail oriented with a strong work ethic.
• Ability to work independently and as part of a team.

Responsibilities

• Make inbound and outbound calls to delinquent mortgage borrowers on loss mitigation or foreclosure paths.
• Document conversations in the mortgage servicing system and gather financial information.
• Explain terms of approvals/declines and process appeals or re-applications.
• Mentor new hires and provide shadowing opportunities for auditors.
• Adhere to compliance and risk controls and support process improvements and training.

Skills

Communication

Attention to detail

Analytical thinking

Team player

Independent work

Education

Bachelor’s degree

Job description

## Outreach Specialist VApply: Hybrid Position: Getzville, NY: Full time: Posted Today: R90541# **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 LineHandling 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.## **Managerial/Supervisory Responsibilities:**## **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.