Key Facts

Remote From:

United States

Full time

Mid-level (2-5 years)

43 - 72K yearly

English

Hard Skills

Loss Mitigation Delinquent Mortgages Loss Reserving Outbound Calls Customer Inquiries Loan Processing Operational Risk Management Internal Controls Loan Processing Liquidation Financial Analysis Brand Management Diversity And Inclusion

Other Skills

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Microsoft Excel
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Word Processing
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Professionalism
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Communication
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Customer Service

Roles & Responsibilities

Combined 4 years of higher education and/or work experience, including a minimum of 1 year in collections or customer service.
Ability to communicate effectively and professionally over the phone.
Excellent communication and customer service skills.
Proficiency with word processing and spreadsheet software.

Requirements:

Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments who are investigating loss mitigation options or are in foreclosure, while complying with all applicable state and federal laws and regulations.
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 rationale for each and the ability to appeal or re-apply.

Job description

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 belonging 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, including 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.

Proficiency with word processing and spreadsheet software.

Education and Experience Preferred:

Bachelor’s degree.

Mortgage collections experience.

Knowledge of M&T systems.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 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.