Overview:

This position is responsible for acting as the Single Point of Contact (“SPOC”) throughout the loss mitigation process, from package collection through decision and closing, as well as through the foreclosure process.

Primary Responsibilities:

Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.

Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.

Understand investor’s waterfall and required documents for loss mitigation. Collect consumer financial information and assist borrowers in reviewing loss mitigation documents.

Communicate and explain the terms of loss mitigation approvals or declines, the rational for each and ability to appeal or re-apply.

Communicate liquidation options and explain the foreclosure process as necessary.

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.                 

Scope of Responsibilities:

Maintains direct contact with consumers. 

Education and Experience Required:

A combined 4 years’ higher education and/or work experience

Minimum of 1 year collections or customer service experience

Education and Experience Preferred:

Call center experience

Collections experience

Insurance experience

Ability to communicate effectively and professionally over the phone

Excellent communication and customer service skills

Proficiency with word processing and spreadsheet software

Mortgage collections experience

Knowledge of M&T systems

Office Location/Working Model/Training:

Once training is completed, this is a hybrid position requiring 2 days in-office per week.

Eligible candidates must live within commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068.

Training is 100% onsite for the first month and the hours of training are Monday-Friday, 8:00am-5:00pm.

Required Availability After Training:

Once training is complete, the hours of this position are:

Monday-Thursday: 10:00am-7:00pm

Friday: 8:00am-5:00pm

Saturday: Volume based overtime may be possible from 8:00am-12:00pm on Saturdays

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

LocationGetzville, New York, United States of America