Sr Customer Service Outreach Specialist

M&T Bank Corporation; Getzville (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

M&T Bank Corporation in Getzville, NY seeks a skilled professional to manage delinquent loan accounts and guide borrowers through loss mitigation options. You will contact borrowers, assess repayment plans, and coordinate with internal partners to minimize losses.

The role requires strong analytical abilities, excellent communication, and the ability to work independently or as part of a team within a dynamic banking environment. Prior banking experience is preferred.

Qualifications

• Minimum 4 years combined higher education and/or work experience.
• Working knowledge of word processing and spreadsheet software.
• Strong written and verbal communication skills.
• Detail oriented and analytical with problem solving abilities.
• Capable of working independently and in a team.

Responsibilities

• Provide customer service for delinquent loan accounts.
• Manage delinquent loan portfolios and loss mitigation processes.
• Initiate contact with borrowers and assess repayment options.
• Document account activity and maintain accurate call reports.
• Collaborate with internal partners to determine strategies and ensure SLAs.
• Stay informed on market trends to mitigate risk and losses.

Skills

Word processing

Spreadsheet software

Written communication

Verbal communication

Detail oriented

Analytical thinking

Independent worker

Team player

Education

Bachelor’s degree

Job description

Overview

This position is responsible for providing customer service and managing delinquent loan accounts and may include acting as the contact throughout the loss mitigation assistance and collection process. Duties involve contacting borrowers in delinquency, assessing repayment options, arranging repayment solutions, and maintaining call reports. The role also includes evaluating loan status, initiating collateral assessments, . Responsibilities may extend to specialized areas. Responsibilities: Responsible for customer service in communicating with delinquent consumer, mortgage, and/or commercial loan accounts, including past due and high-risk relationships. Initiate inbound and outbound calls to borrowers, assess repayment options, and arrange repayment plans or loss mitigation solutions while maintaining compliance with all applicable regulations. Perform skip tracing, collect and analyze financial information, review collateral value, mitigate loss situations, and escape to next steps based on risk triggers Collaborate with internal partners, vendors, and management to determine appropriate strategies and ensure service level agreements are met. Document all account activity and recommendations thoroughly and accurately. Provide on the job training for new employees as needed. Guide co-workers on more complex research issues. Responsible for the handling of all products serviced as a result of cross-training. Stay informed on business and market trends to mitigate risk and reduce potential losses. 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 4 years’ higher education and/or work experience, including a minimum of 2 years’ 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 motivated, team player.
• Strong analytical ability and problem solving skills.
• Strong work ethic and ability to work independently.

Preferred Qualifications

• Bachelor’s degree.
• Call Center experience
• Loss Mitigation/ Default/Collections experience
• 3 years’ banking experience.
• Knowledge of M&T systems.

Location

Getzville, New York, United States of America 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. 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.