Mortgage Customer Outreach Specialist III

  • M&T Bank
  • Getzville, NY, USA
  • Nov 19, 2020
Full time Banking Finance

Job Description



Overview:

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in the late stage of default (60 - 180 days delinquent). This position also maintains call reports for the team.



Primary Responsibilities:

Initiate contact with consumers in late stage 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 or identify referrals to Loss Mitigation or Alternative Lending as necessary.

Analyze financial statements and loan opening documents to assess the likelihood of recovery.

Investigate and conduct in-depth research and account review on high-risk loans.

Perform skip tracing.

Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the various 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.

Analyze account files to assess whether referral to foreclosure is appropriate.

Identify and resolve the most complex problematic account situations. Understand the workflow necessary for account maintenance/corrections. Follow up on all customer inquiries.

Complete beginning, daily and final strikes of assigned charge off portfolios to various reports and logs.

Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.

Promote an environment that supports diversity and reflects the M&T Bank brand.

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. Subject matter expert.



Supervisory/Managerial Responsibilities:

Not Applicable.



Education and Experience Required:

A combined 4 years' higher education and/or work experience, including a minimum of 2 years' collections or mortgage customer service experience.

Ability to communicate effectively and professionally over the phone.

Excellent communication and customer service skills.

Strong negotiation and time management skills.

Strong familiarity with skip tracing software and servicing systems.

Functional understanding of mortgage products serviced.

Proficiency with word processing and spreadsheet software.



Education and Experience Preferred:

Bachelor's degree.

3 years' collections experience.

Knowledge of M&T systems.



Location

Getzville, New York, United States of America