• Overview:
• This entry level customer service position operates in a high-volume call center enviroment and is responsible for collecting on delinquent mortgage loans by proactively contacting borrowers who are in the early stages of default (60 days or fewer 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 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 AmericaM&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.