Loss Mitigation Liaison I

M&T Bank•Getzville, NY

6d•Onsite

About The Position

This position is responsible for acting as the Single Point of Contact (“SPOC”) throughout the loss mitigation process, from package collection through decision and closing, as well as through the foreclosure process. The role involves taking inbound and making outbound calls to assigned mortgage loan borrowers who are delinquent in their payments and are investigating loss mitigation options or are in foreclosure. The position requires maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity. The Loss Mitigation Liaison will answer consumer questions concerning their accounts, document contacts on the mortgage servicing system, understand investor waterfalls and required documents for loss mitigation, and collect consumer financial information. They will assist borrowers in reviewing loss mitigation documents, communicate and explain the terms of loss mitigation approvals or declines, the rationale for each, and the ability to appeal or re-apply. Additionally, the role involves communicating liquidation options and explaining the foreclosure process as necessary. The position also requires adherence to applicable compliance/operational risk controls and maintaining M&T internal control standards, including timely implementation of audit points and addressing issues raised by regulators. Promoting an environment that supports belonging and reflects the M&T Bank brand is also a responsibility. This role maintains direct contact with consumers.

Requirements

A combined 4 years’ higher education and/or work experience
A minimum of 1 year collections or customer service experience.
Ability to communicate effectively and professionally over the phone.
Excellent communication and customer service skills.
Proficiency with word processing and spreadsheet software.

Nice To Haves

Bachelor’s degree.
Mortgage collections experience.
Knowledge of M&T systems.

Responsibilities

Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.
Understand investor’s waterfall and required documents for loss mitigation.
Collect consumer financial information and assist borrowers in reviewing loss mitigation documents.
Communicate and explain the terms of loss mitigation approvals or declines, the rational for each and ability to appeal or re-apply.
Communicate liquidation options and explain the foreclosure process as necessary.
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.