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About the Role
This position acts as the Single Point of Contact throughout the loss mitigation and foreclosure processes, managing communication with borrowers regarding their loan payments and available options.
Responsibilities
- Act as the Single Point of Contact throughout the loss mitigation and foreclosure processes.
- Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers who are delinquent or in foreclosure.
- Maintain compliance with all state and federal laws and regulations applicable to consumer collection activity.
- Answer consumer questions concerning their accounts and document 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.
- 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.
- Promote an environment that supports belonging and reflects the M&T Bank brand.
- Complete other related duties as assigned.
Requirements
- A combined 4 years’ higher education and/or work experience.
- 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.
Skills
- Collections
- Customer Service
- Communication
- Word Processing Software
- Spreadsheet Software
Location
- Getzville, New York, United States of America
Work Type
- Full-time
Experience Level
- 1 year collections or customer service experience
- 4 years combined higher education and/or work experience
Education Level
- Bachelor's degree
Salary/Compensations
- $22.61 - $37.67 Hourly (USD)
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for our employees.