Loss Mitigation Liaison I

M&T Bank

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 maintaining direct contact with consumers, answering questions about their accounts, and documenting interactions. It requires understanding investor waterfalls and required documents for loss mitigation, collecting financial information, and assisting borrowers with loss mitigation documents. The liaison will also communicate and explain the terms of loss mitigation approvals or declines, the rationale behind them, and the appeal or re-application process. Additionally, they will communicate liquidation options and explain the foreclosure process as necessary, while adhering to compliance and operational risk controls.

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.