Outreach Specialist II - Overdraft

Responsible for contacting and working with customers who are delinquent on loans.

Responsibilities

• The role focuses on arranging payment alternatives to resolve past due situations, reduce risk, and maintain positive customer relationships.
• Duties include performing inbound and outbound calls (manual and AutoDial), referring customers to appropriate departments through warm transfers, and conducting skip-tracing when necessary.
• Initiate contact with consumer borrowers in delinquency to collect past due payments and assess repayment options, while maintaining compliance with all applicable state and federal laws and regulations.
• Evaluate documentation to determine ability to repay and identify appropriate solutions, such as repayment plans, loan workouts, or other assistance options.
• Perform inbound and outbound calls (manual and AutoDial) to communicate repayment options and handle inquiries from internal departments and customers regarding loans.
• Document all call outcomes accurately and ensure adherence to state-specific compliance requirements.
• Conduct research and account reviews on high-risk loans, analyzing financial statements and loan opening documents to assess recovery likelihood.
• Identify and identify high risk situations and escalate issues to management with recommended actions.
• Utilize internal collections and accounting systems to manage accounts, resolve problematic situations, and refer complex issues to supervisors as needed.
• Understand workflows necessary for account maintenance and corrections through resolution, ensuring timely and accurate processing.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• 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.
• Complete other related duties as assigned.

Requirements

• Minimum Qualifications: A combined 2 years’ higher education and/or work experience, including a minimum of 1 year relevant work experience.
• Working knowledge of word processing and spreadsheet software.
• Strong written and verbal communication skills.
• Detail oriented.
• Motivated, team player.
• Strong analytical ability and problem solving skills.
• Strong work ethic and ability to work independently.

Preferred

• Associate’s degree.
• Collections experience.
• Knowledge of M&T systems.

Pay

• M&T Bank is committed to fair, competitive, and market-informed pay for our employees.
• The pay range for this position is $18.68 - $31.14 Hourly (USD).
• The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Getzville, New York, United States of America