M&T Bank is looking for a Mortgage Customer Outreach Specialist I to help customers manage their mortgage loans. In this role, you will collect on delinquent loans by contacting borrowers in the earliest stages of default, assessing their financial situation, and working to arrange repayment solutions.
What You'll Do
- Initiate contact with consumers in the earliest stages of default on their mortgage loans to collect past due payments.
- Collect consumer financial information, assess ability to repay delinquency, identify solutions, and arrange repayment plans.
- Handle inbound calls from various internal departments and consumers concerning mortgage loan products in early stages of delinquency.
- Communicate all applicable state-specific call compliance requirements on inbound and outbound calls.
- Identify suspect situations, such as fraud or lack of insurance, investigate exposure, and escalate issues to management.
- Identify and resolve problematic account situations, referring more complex problems to the supervisor.
- Adhere to applicable compliance and operational risk controls in accordance with Company or regulatory standards.
- Maintain M&T internal control standards, including timely implementation of audit points.
- Promote an environment that supports belonging and reflects the M&T Bank brand.
What We're Looking For
- A combined 2 years’ higher education and/or relevant work experience.
- Ability to communicate effectively and professionally over the phone.
- Excellent communication and customer service skills.
- Proficiency with word processing and spreadsheet software.
Nice to Have
- Associate’s degree.
- Collections experience.
- Knowledge of M&T systems.
Benefits & Compensation
- Compensation: $18.00 - $28.11 per hour.
Work Mode
This position works onsite at our office in Getzville, New York.
M&T Bank is an equal opportunity employer.
