Loss Mitigation Liaison I

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.  This position will also be responsible for assisting management with projects and training new employees.

• 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.
• Provides subject matter expertise to team in case of supervisor absence.  Responsible to demo and provide feedback on new process or procedures prior to implementation.
• Responsible for working on special projects involving higher risk and more complex accounts.
• Serves as a mentor for new hires.
• Provides shadow opportunities to auditors.
• 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.

May Also Include:

• Assist SPOC with loan level questions via the SPOC Help Line
• Handling telephonic and internal escalations received in the SPOC department.
• Assist in trending root cause of escalations and provide feedback for potential process enhancements and or training.
• Monitor phone queue for efficiency and proper coverage. Provide feedback on problem areas.

N/A

• A combined 5 years’ higher education and/or work experience, including a minimum of 2 years’ collections or customer service experience which includes a 1 years’ SPOC experience.
• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

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