Customer Service Outreach Specialist 2

Overview:

Primary Responsibilities:

• 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 in a high volume call center enviroment 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.
• 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 belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

Scope of Responsibilities:

Initiates direct contact with consumers to provide exceptional customer service and assist with resolving mortgage loan delinquency issues.

Education and Experience Required:

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.

Education and Experience Preferred:

Associate’s degree.

Collections experience.

Knowledge of M&T systems.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Getzville, New York, United States of America