Mortgage Customer Outreach Specialists

Overview

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early stages of default (60 or less days delinquent).

• Initiate contact with consumers in the earliest stages 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 consumer collection laws.
• Collect consumer financial information, assess the consumer’s ability to repay, identify appropriate solutions and arrange repayment plans as necessary.
• Handle inbound calls from internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
• Communicate all applicable state‑specific call compliance requirements on both inbound and outbound calls.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management with recommendations for appropriate action.
• Resolve problematic account situations where appropriate; refer more complex problems to the supervisor.
• Maintain M&T internal control standards and implement audit points and external regulatory requirements in a timely manner.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

• A combined 2 years’ higher education and/or relevant work experience.
• Excellent communication and customer‑service skills.
• Ability to communicate effectively and professionally over the phone.
• Proficiency with word‑processing and spreadsheet software.
• Associates degree (preferred).
• Collections experience (preferred). Knowledge of M&T systems (preferred).

The pay range for this position is $20.55 - $34.25 hourly (USD).

Getzville, New York, United States of America.

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.