Career Search

Contact Center Mortgage Servicing Representative - 3DKN9 in Williamsville, NY at M&T Bank

Date Posted: 9/30/2018

Job Snapshot

Job Description


Contact Center Mortgage Servicing Representative


The Opportunity:

Responds to a variety of incoming customer telephone calls related to servicing of mortgage loans in a call center environment.  Communicates responses, at times complex and difficult, to customers in a clear and professional manner to contribute to their satisfaction with the service provided.  Takes ownership of each inbound inquiry by bringing to prompt and accurate resolution to exceed customer expectations.
Hours Monday – Friday open availability between the hours of 8:30 AM-8:00 PM
Training hours are Monday- Friday 8:30 AM- 5:00 PM


Primary Responsibilities:

Answer incoming customer questions regarding mortgage payments, escrow, hazard insurance, taxes and mortgage website.  Request support from other areas of the Bank or engage subject matter experts as required to obtain the required information to respond to customer questions.  Exceed customer expectations by successfully establishing customer rapport, setting appropriate expectations, asking probing questions and delivering on all commitments in a team-based environment to contribute to customer satisfaction. 
Communicate complex and difficult responses to customers as required, in a clear and professional manner to ensure their understanding and contribute to their satisfaction with the service provided.  Leverage the escalation process appropriately to address customers that require further assistance.
Complete all responsibilities in a manner compliant with applicable laws and regulations and/or that help the Company be compliant with laws and regulations applicable to Mortgage.
Navigate multiple systems to retrieve account information required to formulate complete and accurate responses that address customer inquiries related to the servicing of their mortgage loans. 
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the M&T Bank brand.
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.
Complete other related duties as assigned.
The Customer Contact Center delivers both incoming retail and mortgage customer service support and outbound sales activities.  This position provides customer service support to Mortgage Servicing customer calls.

Minimum Qualifications Required:

High school diploma or equivalent (GED) and a minimum of 1 years’ customer service experience (phone and/or in-person).
Proven verbal and written communication skills.
Proven problem-solving skills.
Proven interpersonal skills.
Proven mathematical skills.
Good organizational and time management skills.


Ideal Qualifications Preferred:

Minimum of an Associates’ degree.
Minimum of 1 years’ call center experience.
Minimum of 1 years’ mortgage servicing industry experience.
Familiar with pertinent mortgage servicing system.
Knowledge of computer systems and ability to navigate the internet/intranet and multiple systems and applications efficiently.
Ability to manage challenging situations.

About M&T:

At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T.  As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.


M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer. M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.