As a Mortgage Customer Outreach Specialist I at M&T Bank, your primary responsibilities include initiating contact with consumers in the early stages of default on their mortgage loans to collect past due payments, all while ensuring compliance with relevant laws. You will assess consumer financial situations, handle inbound calls regarding mortgage products, communicate compliance requirements, identify potential fraud, and resolve problematic account situations, always promoting a diverse and inclusive environment.

To apply for the Mortgage Customer Outreach Specialist I position at M&T Bank, you need a combined total of 2 years of higher education and/or relevant work experience. Strong communication skills and customer service experience are essential, along with proficiency in word processing and spreadsheet software. An associate's degree and prior collections experience are preferred, enhancing your application.

Important skills for a Mortgage Customer Outreach Specialist I at M&T Bank include excellent phone communication abilities, strong customer service orientation, the capacity to assess financial situations effectively, and the ability to navigate compliance regulations with ease. Being detail-oriented and having a problem-solving mindset are also crucial to successfully manage borrower accounts.

The pay range for a Mortgage Customer Outreach Specialist I at M&T Bank in Getzville, NY, is between $18.00 to $28.11 per hour. The specific hourly rate offered to successful candidates will depend on their unique combination of skills, knowledge, and experience, reflecting the bank's commitment to fair and competitive compensation.

The work environment for a Mortgage Customer Outreach Specialist I at M&T Bank is focused on teamwork and diversity. You will interact with various departments and consumers, promoting a culture that values collaboration. The role is dynamic and requires maintaining compliance with banking regulations, ensuring that every employee upholds M&T Bank’s dedication to excellent service.

When approaching a borrower who has missed their mortgage payment, it's important to show empathy and understanding. Start by introducing yourself clearly and explaining the purpose of your call. Ask open-ended questions to get a sense of their situation, listen actively to their concerns, and reassure them that you're here to help find a resolution.

To ensure compliance when collecting overdue payments, I maintain a thorough understanding of relevant state and federal regulations guiding consumer collection activities. I consistently follow company protocols and training, accurately communicate compliance requirements to borrowers, and document all interactions carefully to avoid any potential legal complications.

Assessing a borrower's ability to repay their delinquency involves gathering comprehensive financial information through open dialogue. I would ask specific questions regarding their income, expenses, and current financial obligations. With this data, I can analyze their situation and propose feasible repayment plans tailored to their financial capabilities.

In a past role, I encountered a complex issue where a customer had multiple account discrepancies. I began by patiently listening to their concerns, then took time to assess the accounts in question. I collaborated with internal departments and escalated the situation to my supervisor when necessary, ensuring the customer felt supported throughout the process while working towards a resolution.

To manage stress during difficult calls, I first ensure to take deep breaths and maintain a calm demeanor. Practicing empathy allows me to connect with the borrower, while effective time management and prioritization help keep calls structured. After challenging conversations, I take a moment to regroup and reflect, allowing me to continue providing effective support.

In the Mortgage Customer Outreach Specialist I position, internal communication and teamwork are crucial for providing a seamless experience to borrowers. By effectively collaborating with other departments, we enhance our ability to address customer needs, share critical information about compliance, and develop strategies for resolving issues promptly and efficiently.

Identifying potentially fraudulent accounts involves staying vigilant and recognizing red flags during interactions, such as inconsistencies in information provided by the borrower. Upon suspecting fraud, I would escalate the situation immediately to my supervisor, ensuring that we investigate appropriately while safeguarding the customer's information and adhering to company policy.

To maintain positive relationships with borrowers, I prioritize clear and friendly communication, ensuring that they feel heard and valued. I follow through on promises made during calls, provide consistent updates on their situation, and express appreciation for their cooperation, which ultimately fosters trust and a sense of partnership in resolving their concerns.

Staying organized while managing multiple delinquent accounts involves using effective time management techniques and prioritizing tasks. I rely on digital organizational tools to keep track of follow-ups, deadlines, and important notes for each account. This systematic approach ensures that I can handle inquiries efficiently and maintain a high level of customer service.

I want to work for M&T Bank as a Mortgage Customer Outreach Specialist I because I admire the company's commitment to its customers and diversity. I believe that I can contribute positively to the team by utilizing my skills in communication and customer service, helping borrowers navigate their challenges while adhering to compliance standards and upholding the bank's reputation.