Overview:

Responsible for working with customers who are 30+ days delinquent to arrange for payment alternatives to resolve past due situations, thereby reducing risk and maintaining relationships. They will perform inbound and outbound calls (manual & AutoDial).  Position will refer to different Departments/make “warm transfers” and perform skip-tracing. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

Primary Responsibilities:

• Initiate contact with consumer borrowers that are in the mid stage of delinquency; assess the prospect of repayment, and arranging repayment schedules or other solutions such as: Loan Workout, Alternative Lending, Consumer Credit Counseling Services, Reages, or Extensions.
• Investigate and conduct in depth research and account review on high-risk loans. Analyze financial statements and loan opening documents to assess the likelihood of recovery; Ask questions regarding intentions, in order to offer solutions/assistance.
• Document outcomes of all calls.
• Identify suspect situations (i.e. fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of course of action.
• Utilize internal collections systems and accounting systems for all loan types.  Identify and resolve problematic account situations where appropriate referring more complex problems to the supervisor and understand the workflow necessary for account maintenance/corrections through to resolutions.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• 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:

This position works under direct supervision and has autonomy when performing skip-trace.

In addition, this position does have the authority to waive late fees, within guidelines.

Education and Experience Required:

High School diploma/GED plus a minimum of 2 years’ experience in customer service, customer-facing, collections, call center or sales.

Experience with word processing, spreadsheet and presentation software.

Detail oriented.

Strong verbal and written communication skills.

Education and Experience Preferred:

Associate’s degree.

Knowledge of M&T Bank systems.

Location