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). Primary Responsibilities: 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 diversity and reflects the M&T Bank brand. Complete other related duties as assigned. Scope of Responsibilities: Initiates direct contact with consumers. Education and Experience Required: 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. Education and Experience Preferred: 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 $18.57 - $30.95 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 Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the diverse communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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