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Mortgage Customer Outreach Specialist II
| Company | M&T Bank |
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| Location | Cheektowaga, NY, USA |
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| Salary | $18.57 – $30.95 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- A combined 3 years’ higher education and/or work experience, with a minimum of 1 year collections or customer service experience.
- Ability to communicate effectively and professionally over the phone.
- Excellent communication and customer service skills.
- Experience and skill with negotiation.
- Proficiency with word processing and spreadsheet software.
Responsibilities
- Initiate contact with consumers in early to late stage 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 or identify referrals to Loss Mitigation or Alternative Lending as necessary.
- Analyze financial statements and loan opening documents to assess the likelihood of recovery.
- Perform skip tracing.
- Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the various 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.
- Analyze account files to assess whether referral to foreclosure is appropriate.
- Identify and resolve problematic account situations where appropriate. Understand the workflow necessary for account maintenance/corrections.
- Assist in the training of new hires as requested by management.
- 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.
Preferred Qualifications
- Bachelor’s degree.
- 2 years’ collections experience.
- Knowledge of M&T systems.
- Familiarity with skip tracing software and servicing systems.
