Sr Customer Service Outreach Specialist

M&T Bank; Getzville (NY); On-site; USD 31,000 - 52,000; Full time

Job summary

M&T Bank in Getzville, NY is seeking a Delinquency Specialist to manage delinquent loan accounts and provide customer service, including loss mitigation contact through repayment options and plans.

You will analyze collateral, coordinate with internal partners, document activity, and train colleagues, while adhering to compliance and risk controls. A Bachelor’s degree is preferred and banking experience is a plus.

Qualifications

• Combined 4 years of higher education and/or work experience.
• Working knowledge of word processing and spreadsheet software.
• Strong written and verbal communication skills.
• Detail oriented; able to work independently.

Responsibilities

• Communicate with delinquent consumer, mortgage, and/or commercial loan accounts.
• Initiate calls to borrowers, assess repayment options, and arrange plans.
• Perform skip tracing, analyze financial information, and review collateral value.
• Collaborate with internal partners to determine strategies and meet SLAs.
• Document all account activity and recommendations accurately.
• Provide on the job training for new employees when needed.

Skills

Communication skills

Analytical ability

Detail oriented

Independent worker

Team player

Education

Bachelor’s degree

4+ years higher education or work experience

Tools

Microsoft Word

Microsoft 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.

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 elevate 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.

Managerial/Supervisory Responsibilities:

• 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 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