Mortgage Customer Outreach Specialist I

📋 Description

• • As a Mortgage Customer Outreach Specialist I at Manufacturers and Traders Trust Company (M&T), you will play a critical role in proactively managing the early stages of mortgage loan delinquency. Your primary mission will be to connect with borrowers who are 60 days or less past due on their mortgage payments, guiding them towards resolution and helping them maintain their homeownership.
• • This role involves initiating outbound calls to consumers, establishing contact, and engaging in professional conversations to understand their financial situations and the reasons for their delinquency. You will be responsible for collecting essential consumer financial information, meticulously assessing their ability to repay the outstanding amounts, and collaboratively identifying appropriate solutions.
• • A key aspect of your responsibility will be to arrange suitable repayment plans that align with both the borrower's capacity and M&T's policies. This requires a delicate balance of empathy, assertiveness, and problem-solving skills to achieve mutually beneficial outcomes.
• • You will also be the first point of contact for inbound calls from various internal departments and directly from consumers. These calls will pertain to all M&T mortgage loan products that are in the early stages of delinquency. Your ability to handle these inquiries efficiently and effectively will be paramount in de-escalating potential issues and providing clear, accurate information.
• • A significant part of your daily work will involve communicating and adhering to all applicable state-specific call compliance requirements. This includes understanding and implementing regulations for both inbound and outbound calls, ensuring M&T operates with the highest ethical and legal standards.
• • Your role extends to identifying potentially problematic situations, such as suspected fraud or a lack of adequate homeowner's insurance. You will be expected to investigate these exposures thoroughly and escalate any findings to management, providing well-reasoned recommendations for the appropriate course of action.
• • You will also be tasked with identifying and resolving less complex problematic account situations independently. For more intricate issues, you will refer them to your supervisor, demonstrating an understanding of the workflow necessary for effective account maintenance and corrections.
• • Adherence to applicable compliance and operational risk controls is non-negotiable. You must consistently follow Company and regulatory standards and policies to safeguard M&T's interests and maintain customer trust.
• • Upholding M&T's internal control standards is crucial. This includes the timely implementation of internal and external audit points and addressing any issues raised by external regulators promptly and effectively.
• • Beyond the core responsibilities, you will contribute to fostering an environment that supports belonging and positively reflects the M&T Bank brand. This means embodying the company's values in every interaction.
• • You will also be expected to complete other related duties as assigned, demonstrating flexibility and a willingness to support the team's broader objectives. This position offers a unique opportunity to develop expertise in mortgage servicing, customer relations, and regulatory compliance within a reputable financial institution.