Mortgage Customer Outreach Specialist I

**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. * 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.  **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 Hourly (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