Mortgage Customer Outreach Specialist II

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early to late stages of default (0 - 180 days delinquent).

• 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 belonging and reflects the M&T Bank brand.
• Complete other related duties as assigned.

Initiates direct contact with consumers. 

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.

Bachelor’s degree.

2 years’ collections experience.

Knowledge of M&T systems.

Familiarity with skip tracing software and servicing systems.