Mortgage Customer Outreach Specialist I

Location: Getzville, New York, United States of America

Salary: $18.68–$31.14 per hour

Company

M&T Bank provides banking and mortgage loan services.

What you will do

• Contact borrowers with mortgage loans up to 60 days delinquent to collect past-due payments.
• Collect financial information, assess repayment ability, identify suitable solutions, and arrange repayment plans.
• Handle inbound calls about mortgage loan products in the early stages of delinquency.
• Communicate state-specific call compliance requirements and follow applicable consumer collection laws.
• Investigate suspected fraud, lack of insurance, and other account risks, escalating complex issues with recommendations.
• Resolve account problems, maintain account records, and follow internal and regulatory risk controls.

Requirements

• Two years of combined higher education and/or relevant work experience.
• Effective and professional telephone communication skills.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.
• Ability to follow company, regulatory, audit, and consumer collection compliance standards.

Nice to have

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

Culture & Benefits

• Full-time employment.
• Pay is market-informed and based on the employee’s knowledge, skills, and experience.
• Work supports belonging and reflects the M&T Bank brand.