Sr Customer Service Outreach Specialist

Location: Getzville, New York, United States of America

Salary range: $22.61–$37.67 USD

Company

M&T Bank provides banking and financial services, including lending and loan servicing.

What you will do

• Provide customer service for delinquent consumer, mortgage, and commercial loan accounts, including past-due and high-risk relationships.
• Conduct inbound and outbound borrower calls, assess repayment options, and arrange repayment plans or loss mitigation solutions.
• Perform skip tracing, analyze financial information, review collateral value, and escalate cases based on risk triggers.
• Collaborate with internal partners, vendors, and management to determine account strategies and meet service level agreements.
• Document account activity and recommendations accurately, provide on-the-job training, and guide colleagues on complex research issues.
• Maintain compliance, operational risk controls, internal control standards, and audit requirements.

Requirements

• Four years of combined higher education and/or work experience, including at least two years of relevant experience.
• Working knowledge of word processing and spreadsheet software.
• Strong written and verbal communication, analytical, problem-solving, and organizational skills.
• Ability to work independently and collaboratively with a strong work ethic.
• Attention to detail and commitment to applicable regulatory and company standards.

Nice to have

• Bachelor’s degree.
• Call center experience.
• Loss mitigation, default, or collections experience.
• Three years of banking experience.
• Knowledge of M&T systems.

Culture & Benefits

• Full-time employment.
• Work supporting belonging and the M&T Bank brand.
• Opportunities to train new employees and support colleagues with complex research.
• Compensation is determined by the combination of knowledge, skills, and experience within the stated pay range.