Collections Specialist

Overview

Responsible for managing an assigned portfolio for open or non-performing assets, mitigating loss situations and reducing potential losses to M&T Bank. Perform mostly outbound calls, via Auto Dial. Work with customers with past‑due accounts to arrange payment alternatives to resolve delinquency, reducing risk and maintaining customer relationships.

• Initiate contact with consumer borrowers in the early stage of delinquency; assess repayment prospects and arrange repayment schedules or other solutions such as Loan Workout, Alternative Lending, Consumer Credit Counseling Services, Reages or Extensions.
• Document outcomes of all calls.
• Accept inbound calls from internal departments and customers; respond to questions regarding all consumer products at various stages of delinquency.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management with recommendations.
• Utilize internal collections systems and accounting systems for all loan types.
• Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor and understanding the necessary workflow for account maintenance/corrections.
• Adhere to applicable compliance/operational risk controls and Company or regulatory standards and policies.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points and issues raised by external regulators.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

This position works under direct supervision and does not have exclusive autonomy. It does not have the authority to waive late fees or offer settlements.

• High School diploma/GED plus a minimum of 1 year relevant work experience.
• Experience with word processing, spreadsheet and presentation software.
• Detail oriented.
• Strong verbal and written communication skills.

• Associate’s degree.
• Previous experience in customer service, customer‑facing, collections, call center or sales.
• Knowledge of M&T Bank systems.

$18.00 - $28.31 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.