M&T Bank · 1 day ago
Mortgage Customer Outreach Specialists II
Getzville, NY
Full-time
Onsite
Entry, Mid Level
$20.55/hr - $34.25/hr
1+ years expM&T Bank is seeking a Mortgage Customer Outreach Specialist II responsible for collecting on delinquent mortgage loans. The role involves initiating contact with borrowers, analyzing financial situations, and ensuring compliance with regulations while working towards repayment solutions.
Financial Services
Responsibilities
Initiate contact with consumers in early to 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
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 problematic account situations where appropriate. Understand the workflow necessary for account maintenance/corrections
Assist in the training of new hires as requested by management
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
Qualification
Required
A combined 3 years' higher education and/or work experience, with a minimum of 1 year collections or customer service experience
Ability to communicate effectively and professionally over the phone
Excellent communication and customer service skills
Experience and skill with negotiation
Proficiency with word processing and spreadsheet software
Preferred
Bachelor's degree
2 years' collections experience
Knowledge of M&T systems
Familiarity with skip tracing software and servicing systems
Company
M&T Bank
Great companies have an enduring sense of purpose.
10001+ employees
H1B Sponsorship
M&T Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (113)
2023 (84)
2022 (103)
2021 (42)
Funding
Current Stage
Late StageLeadership Team
René Jones
Chairman & Chief Executive Officer
Dan Saper
•Co-Founder/Co-Chairman of Welcome to M&T Bank Affinity Group, Western New York Chapter
Recent News
2025-10-07
2025-10-06
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