Overview: Are you a persistent problem-solver who thrives in a fast-paced environment? Do you enjoy investigative work and thinking creatively to connect with people? If so, this role might be a great fit for you. As a Collections & Skip Tracing Specialist, you'll be the last line of defense before accounts are charged off. You'll work with a wide range of consumer loan products-including credit cards, auto loans, personal loans, overdraft lines, and even boats and RVs-to recover past-due balances. This isn't just a customer service role; it's a dynamic position that blends outbound calling, skip tracing, negotiation, and strategic thinking.
Primary Responsibilities
: - Actively pursue repayment from customers in mid-to-late stages of delinquency (typically 90-150 days past due).
- Make outbound calls (targeting ~80 per day) to customers or other contacts to establish communication and negotiate repayment plans.
- Use skip tracing tools and investigative techniques to locate hard-to-reach customers.
- Think creatively to find new ways to connect with customers and resolve delinquent accounts before charge-off.
- Work across multiple loan types, including credit cards, auto loans, personal loans, overdrafts, and more.
- Collaborate with third parties, including attorneys, bankruptcy trustees, and external collection agencies when necessary.
- Stay flexible-some days will be call-heavy, others will focus more on skip tracing and research.
Scope of Responsibilities: - This position works under general supervision and has autonomy when performing skip-trace.
- In addition, this position does have the authority to waive late fees, within guidelines.
Education and Experience Required: - A combined minimum of 3 years' higher education and/or work experience.
- At least 1 year experience in collections
Education and Experience Preferred: - Skip tracing experience highly preferred
- A creative, persistent, and resourceful mindset - you're not afraid to try new approaches.
- Strong communication skills, both verbal and written.
- Detail-oriented with the ability to manage multiple tasks in a fast-paced environment.
- Comfortable using various software tools for research, documentation, and communication.
- Familiarity with loan products and collections processes.
- Knowledge of M&T Bank systems (a plus, but not required).
Scheduled Shift/Required Availability: - Monday-Friday: 8:00am-4:30pm (one day during the work week will be an evening shift from 12:30pm-9:00pm)
- Saturdays: One Saturday every two months is required (8:00am-12:30pm)
Working Model/Office Location: - This is a hybrid position requiring 2 days in office per week. Eligible candidates must live within commuting distance to one of our two offices below:
- 475 Crosspoint Parkway, Getzville, NY 14068
- 499 Mitchell Road, Millsboro, DE 19966
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location Getzville, New York, United States of America