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  • Millsboro, DE 19966

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Customer Service Specialist – Early Stage Collections

M&T Bank • Millsboro, DE

Posted 2 months ago

Job Snapshot

Full-Time
Other Great Industries
Other

Job Description

Overview:
Supports the Customer Asset Division by providing service to customers over the phone while reducing potential losses to M&T Bank. Interacts with Retail customers regarding their installment loans/lines and credit card products via inbound & outbound calls. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

Primary Responsibilities:
  • Initiate contact with consumer borrowers that are in the early stage of delinquency; assess the prospect of repayment, and arranging repayment schedules or other solutions such as, Reages, or Extensions and document all calls.
  • Accept inbound calls from various internal departments as well as customers; respond to questions regarding all Consumer products at various stages of delinquency.
  • Identify suspect situations (i.e. fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of course of action.
  • 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.
  • Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
  • Responsible for meeting and maintaining registration requirements under the Federal SAFE ACT.
  • 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 diversity and reflects the M&T Bank brand.
  • Complete other related duties as assigned.


Scope of Responsibilities:
This position works under direct supervision and does not have exclusive autonomy.

In addition, this position does not have the authority to waive late fees or offer settlements.

Education and Experience Required:
High School diploma/GED plus a minimum of 1 year of experience in collections, sales or related customer service experience.

Strong verbal and written communication skills

Strong telephone skills

Good organizational skills

Good time management skills

Good personal computer skills and keyboard typing skills

Good problem solving skills

Strong verbal and written communication skills
Education and Experience Preferred:
Familiarity with the Bank's computer systems and frequently used forms, products and services

Previous experience in customer service, call center or sales environment

Associates degree

Minimum of 1 year of collections experience

Job ID: R05028
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