Sr Customer Service Outreach Specialist

mtb; Getzville (NY); On-site; USD 31,000 - 52,000; Full time

Job summary

M&T Bank in Getzville, NY is seeking a professional to provide customer service for delinquent loan accounts and to manage loss mitigation and collections processes. The role involves contacting borrowers, assessing repayment options, arranging plans, and documenting all activity.

The ideal candidate will have at least 2 years of relevant experience and strong communication, analytical skills, and attention to detail. Knowledge of word processing and spreadsheets is preferred.

Qualifications

• A combined 4 years of higher education and/or work experience; minimum 2 years relevant work experience.
• Proficiency with word processing and spreadsheet software.
• Strong written and verbal communication skills.
• Detail oriented with strong analytical ability.
• Motivated, team player who can work independently.

Responsibilities

• Communicate with delinquent consumer, mortgage, and/or commercial loan borrowers to address past due accounts.
• Initiate inbound and outbound calls to assess repayment options and arrange repayment plans or loss mitigation solutions while complying with regulations.
• Analyze financial information, review collateral value, and determine appropriate next steps based on risk triggers.
• Collaborate with internal partners, vendors, and management to meet service levels and determine strategies.
• Document all account activity and recommendations thoroughly and accurately.
• Provide on‑the‑job training and guidance to coworkers on complex research issues.

Skills

Communication

Analytical

Detail oriented

Team player

Independent worker

MS Word & Excel

Education

Bachelor's degree

Tools

MS Word

Excel

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.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 (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