Mortgage Customer Outreach Specialist I

1 week ago

Bridgeport, CT, United States M&T Bank Full time

Overview:

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early stages of default (60 or less days delinquent).

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 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.

  • Complete other related duties as assigned.

Scope of Responsibilities:

Initiates direct contact with consumers.

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 $21.00 - $34.29 (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Bridgeport, Connecticut, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.

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