Sr Customer Service Outreach Specialist

This position is responsible for providing customer service and managing delinquent loan accounts and may include acting as the contact throughout the loss mitigation assistance and collection process. Duties involve contacting borrowers in delinquency, assessing repayment options, arranging repayment solutions, and maintaining call reports. The role also includes evaluating loan status, initiating collateral assessments, . Responsibilities may extend to specialized areas.

Responsible for customer service in communicating with delinquent consumer, mortgage, and/or commercial loan accounts, including past due and high-risk relationships.

Initiate inbound and outbound calls to borrowers, assess repayment options, and arrange repayment plans or loss mitigation solutions while maintaining compliance with all applicable regulations.

Perform skip tracing, collect and analyze financial information, review collateral value, mitigate loss situations, and escalate to next steps based on risk triggers

Collaborate with internal partners, vendors, and management to determine appropriate strategies and ensure service level agreements are met.

Document all account activity and recommendations thoroughly and accurately.

Provide on the job training for new employees as needed. Guide co-workers on more complex research issues.

Responsible for the handling of all products serviced as a result of cross-training.

Stay informed on business and market trends to mitigate risk and reduce potential losses.

• →Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• →Promote an environment that supports belonging 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.

A combined 4 years’ higher education and/or work experience, including a minimum of 2 years’ relevant work experience.

Working knowledge of word processing and spreadsheet software.

Strong written and verbal communication skills.

Detail oriented.

Motivated, team player.

Strong analytical ability and problem solving skills.

Strong work ethic and ability to work independently motivated, team player.

Strong analytical ability and problem solving skills.

Strong work ethic and ability to work independently.

Call Center experience

Loss Mitigation/ Default/Collections experience

3 years’ banking experience.

Knowledge of M&T systems.