Early Stage Credit Counselor I

The Opportunity:
Responsible for working with customers up to 30 days delinquent to arrange for payment alternatives to resolve past due situations, thereby reducing bank risk and maintaining relationships. Must adhere to the requirements of federal registration under the SAFE Act
Primary Responsibilities:
Incumbent may perform any or all of the following in front-end collection functions:
Initiate contact with consumer borrowers via AutoDial handling the early stage of accounts, assessing the prospect of repayment, and arranging repayment schedules or other solutions such as: Loan Workout, Alternative Lending, CCCS, Reages, or Extensions.
Handle inbound calls from various internal departments as well as customers. Respond to questions regarding all Consumer products that are under 45 days delinquent.
Identify suspect situations (i.e. fraud, lack of insurance) and escalate issues to management.
Utilize internal collections systems and accounting systems for all loan types. Identify and resolve problematic account situations where appropriate referring more complex problems to the Supervisor and understand the workflow necessary for account maintenance/corrections.
Refers possible repossessions to Supervisor for review and approval.
Compiles information and analyzes the account files for repossession recommendation.
Perform additional duties as requested by management.
Works under direct supervision.
Results/actions have the ability to impact the individual.
Has regular contact with Bank customers.
Minimum Qualifications Required:
High School diploma or GED.
Minimum one year customer service experience.
Typing or keyboard proficient.
Ability to communicate effectively and professionally over the phone.
Good customer service skills.
Ideal Qualifications Preferred:
Previous collection work experience.
Knowledge of State and Federal regulations and Bank policy for all states that the Bank conducts business in.
Bilingual in English and Spanish
About M&T:
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.

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