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Mortgage Customer Outreach Specialist I in Getzville, NY at M&T Bank

Date Posted: 11/16/2018

Job Snapshot

Job Description

SCHEDULE: Mon - Friday 8am - 5pm, with 1 late night per week 12pm - 9pm and up to 2 Saturdays per month 8am - 12pm

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 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 as necessary.
Handle inbound calls from various 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 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.
Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor. Understand the workflow necessary for account maintenance/corrections.
Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
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.

Initiates direct contact with consumers.

Not Applicable.

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.

Associate’s degree.
Collections experience.
Knowledge of M&T systems.


We encourage candidates with relevant military experience to apply.

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.