Documentation Specialist - Mortgage Loan Assistance; Loss Mitigation Operations - Hybrid

Overview

Mortgage Loan Documentation Specialists receive, review, and prepare loss‑mitigation documentation, ensure files meet investor requirements, and package complete submissions for underwriting decisions. This role is fast‑paced, accuracy‑critical, and central to our customers’ path to assistance – without direct customer phone interaction. You’ll partner closely with our Mortgage Assistance Call Center and Underwriting teams and help issue required status and compliance letters along the way.

This team is a critical control point in the loss mitigation process – ensuring every file meets investor and regulatory requirements before underwriting makes a decision. Your work directly supports timely, compliant customer outcomes.

• Own the document intake: Receive and compile loss‑mitigation packages from customers and internal partners; validate completeness and accuracy.

• Apply investor requirements: Interpret investor “waterfalls” and verify all required items are present (e.g., hardship letter, bank statements, pay stubs, alimony agreements, evidence of Social Security/pension income, and other investor‑specific documents such as FHA requirements).

• Verify income & financials: Identify and confirm proof of income across financial documents and ensure data integrity.

• Close gaps quickly: Request missing or additional documentation to keep files moving; document all actions clearly.

• Coordinate internally: Communicate with the Mortgage Assistance Call Center and Underwriting to prepare files for decision.

• Manage compliance communications: Generate and send required status and regulatory/compliance letters at the right stages.

• Uphold controls & standards: Adhere to Company and regulatory policies, operational risk controls, and internal control standards; support timely remediation of audit/regulatory findings.

• Contribute broadly: Perform other related duties as assigned in a high‑volume, deadline‑driven setting.

• Detail‑oriented doers who enjoy checklist‑driven processes and keeping complex files organized.

• Fast, focused multitaskers comfortable with high volume and firm timelines.

• Team players who communicate clearly with internal partners and follow through.

• Backgrounds that translate well include call center, branch banking, office/operations, collections, or other critical‑thinking roles.

• A combined 2 years of higher education and/ or work experience.

• Strong attention to detail, organization, and time management in a high‑volume environment.

• Ability to multitask, prioritize, and work self‑directed with accountability.

• Clear written communication and follow‑up skills.

• Proficiency with general personal computing, including word processing and spreadsheets (e.g., Word/Excel).

• Experience in mortgage servicing, loss mitigation, or collections (helpful but not required).

• Prior experience in call centers, branch banking, or back‑office operations.

• This is a hybrid role requiring in-office presence. Currently, the team is in the office three days per week; however, this may shift as business needs evolve.

• Eligible candidates must live within reasonable commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068.

• Standard Hours
  :
  Monday-Friday, 8:00am-5:00pm.

Please note the below overtime requirements are temporary and will be lifted once department volume returns to normal and staffing is fully in place.

• Two Saturdays per Month
  : 8:00am to 12:00pm.

• Two Mondays per Month
  :
  Extended 10-hour workdays.

We’re committed to a culture of belonging, strong risk management, and doing what’s right for our customers. You’ll gain exposure to mortgage assistance operations, underwriting workflows, and compliance – building a foundation for career growth across operations, servicing, and beyond.

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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 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