M&T Bank

Mortgage Customer Outreach Specialist I

United States

Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Banking, Financial ServicesIndustries

Position Overview

  • Location Type: Onsite
  • Location: Clanton, Alabama, United States of America
  • Job Type: Full time
  • Salary: $18.00 - $28.11 Hourly (USD)

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).

Requirements

  • 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.

Preferred Qualifications

  • Associate’s degree.
  • Collections experience.
  • Knowledge of M&T systems.

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.

Company Information

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $28.11 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location.

Skills

Effective communication
Phone communication
Customer service
Financial assessment
Compliance awareness
Problem resolution

M&T Bank

Full-service banking for individuals and businesses

About M&T Bank

M&T Bank provides a variety of banking services to individuals, small businesses, and larger companies. Their offerings include mortgage assistance, personal and business checking accounts, and mobile banking options. The bank primarily operates in the Northeastern and Mid-Atlantic regions of the United States, emphasizing community engagement and a focus on customer service. M&T Bank's business model is based on traditional banking practices, such as loans, deposits, and investment products, and it generates revenue through interest income and service fees. A key aspect that sets M&T Bank apart from its competitors is its commitment to community involvement, which includes allowing employees to volunteer and supporting local organizations. The recent merger with United Bank, N.A. has further expanded their services and market presence.

Buffalo, New YorkHeadquarters
1993Year Founded
IPOCompany Stage
Financial ServicesIndustries
10,001+Employees

Risks

Competition from fintechs could erode M&T Bank's market share among tech-savvy customers.
Integration challenges from the United Bank merger may disrupt operations.
Decreased prime rate could reduce interest income, impacting profitability.

Differentiation

M&T Bank emphasizes community engagement through its charitable foundation and volunteer programs.
The bank offers a wide range of traditional and digital banking services.
Recent merger with United Bank, N.A. expands M&T's market reach and service offerings.

Upsides

M&T Bank's $1.5 billion senior notes offering strengthens its financial position.
Decreased prime rate may attract more borrowers, increasing loan volume.
Shannon Lazare's appointment as New Jersey Regional President enhances local community engagement.

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