Outreach Specialist V (Mortgage Loss Mitigation)

Location: Getzville, New York, United States

Salary: $26.00–$43.34 hourly (USD)

Company

M&T Bank provides banking and mortgage servicing products while maintaining strict consumer protection, operational risk, and regulatory standards.

What you will do

• Handle inbound and outbound calls with delinquent mortgage borrowers exploring loss mitigation options or facing foreclosure.
• Collect borrower financial information and required documents, review account materials, and document all contacts in the mortgage servicing system.
• Explain approval and decline decisions, appeal and re-application options, liquidation alternatives, and the foreclosure process.
• Support complex and high-risk accounts, escalations, help-line questions, phone-queue monitoring, and special projects.
• Provide subject-matter expertise, demonstrate new procedures, mentor new hires, and support auditors through shadow opportunities.
• Identify escalation root causes and provide feedback for process and training improvements.

Requirements

• At least 5 years of combined higher education and/or work experience, including 2 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, maintain a strong work ethic, and contribute as a detail-oriented team player.
• Ability to follow all applicable state and federal laws, consumer-collection requirements, company policies, and regulatory controls.

Nice to have

• Bachelor’s degree.
• Three years of banking experience.
• Knowledge of M&T systems.

Culture & Benefits

• Fair, competitive, and market-informed compensation.
• Work environment focused on belonging and representing the M&T Bank brand.
• Responsibilities include maintaining internal control standards and addressing audit or regulatory issues.