Mortgage Customer Outreach Specialist II

Overview

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early to late stages of default (0 - 180 days delinquent).

• Initiate contact with consumers in early to late stage of default on their mortgage loans with M&T in an effort to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
• Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans or identify referrals to Loss Mitigation or Alternative Lending as necessary.
• Analyze financial statements and loan opening documents to assess the likelihood of recovery.
• Perform skip tracing.
• Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the various stages of delinquency.
• Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.
• Analyze account files to assess whether referral to foreclosure is appropriate.
• Identify and resolve problematic account situations where appropriate. Understand the workflow necessary for account maintenance/corrections.
• Assist in the training of new hires as requested by management.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• 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.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

Initiates direct contact with consumers.

• A combined 3 years’ higher education and/or work experience, with a minimum of 1 year collections or customer service experience.
• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Experience and skill with negotiation.
• Proficiency with word processing and spreadsheet software.

• Bachelor’s degree.
• 2 years’ collections experience.
• Knowledge of M&T systems.
• Familiarity with skip tracing software and servicing systems.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 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