Collections Specialist (Early Stage) - Hybrid

M&T Bank•Millsboro, DE

13d•Hybrid

About The Position

M&T Bank is seeking customer-focused professionals to join our Collections team. In this role, you'll work directly with customers who are experiencing financial challenges, helping them explore repayment options and return their accounts to good standing while delivering an exceptional customer experience. This is an excellent opportunity for individuals with customer service, retail, call center, banking, sales, or collections experience who enjoy building rapport, navigating conversations, and finding solutions that work for both the customer and the bank.

Requirements

High School Diploma or GED
1+ year relevant work experience
Strong verbal communication and phone etiquette
Empathy, professionalism, and the ability to build rapport quickly
Excellent attention to detail and documentation skills
Comfort working in a fast-paced, performance-driven environment
Strong computer and multitasking skills
The ability to learn new systems and processes quickly
Good judgment and problem-solving abilities
A positive attitude and collaborative team mindset

Nice To Haves

Previous collections experience is beneficial but not required
Demonstrated success in customer-facing environments and are eager to learn
Experience in customer service, retail sales and service, contact center/call center operations, banking or financial services, collections, account servicing, consumer lending
Strong computer proficiency, including experience with business software applications
Detail-oriented with strong written and verbal communication skills

Responsibilities

Make and receive a high volume of customer phone calls using automated dialing technology
Contact customers to discuss past-due accounts and identify appropriate repayment solutions
Recommend payment plans and other available programs designed to help customers resolve delinquency
Handle a variety of consumer products, including credit cards, auto loans, recreational vehicle loans, and overdraft accounts
Document customer interactions accurately and thoroughly within internal systems
Research account issues, identify potential concerns such as fraud or insurance-related matters, and escalate when appropriate
Answer questions from customers and internal business partners regarding delinquent accounts
Navigate multiple systems and applications while managing customer conversations
Follow all regulatory, compliance, and operational risk requirements