Make a Difference While Helping Customers Find Financial Solutions

Are you someone who enjoys helping people, solving problems, and thriving in a fast-paced environment? M&T Bank is seeking customer-focused professionals to join our Collections team. In this role, you'll work directly with customers who are experiencing financial challenges, helping them explore repayment options and return their accounts to good standing while delivering an exceptional customer experience. This is an excellent opportunity for individuals with customer service, retail, call center, banking, sales, or collections experience who enjoy building rapport, navigating conversations, and finding solutions that work for both the customer and the bank.

What You'll Do:

As a Collections Representative, you'll play a key role in helping customers manage and resolve delinquent accounts during the early stages of delinquency (approximately 30-90 days past due). On a typical day, you will:

• Make and receive a high volume of customer phone calls using automated dialing technology

• Contact customers to discuss past-due accounts and identify appropriate repayment solutions

• Recommend payment plans and other available programs designed to help customers resolve delinquency

• Handle a variety of consumer products, including credit cards, auto loans, recreational vehicle loans, and overdraft accounts

• Document customer interactions accurately and thoroughly within internal systems

• Research account issues, identify potential concerns such as fraud or insurance-related matters, and escalate when appropriate

• Answer questions from customers and internal business partners regarding delinquent accounts

• Navigate multiple systems and applications while managing customer conversations

• Follow all regulatory, compliance, and operational risk requirements

What Makes Someone Successful in This Role:

We're looking for individuals who combine strong customer service skills with the ability to confidently navigate challenging conversations. Successful candidates typically demonstrate:

• A genuine desire to help customers and identify solutions

• Strong verbal communication and phone etiquette

• Empathy, professionalism, and the ability to build rapport quickly

• Excellent attention to detail and documentation skills

• Comfort working in a fast-paced, performance-driven environment

• Strong computer and multitasking skills

• The ability to learn new systems and processes quickly

• Good judgment and problem-solving abilities

• A positive attitude and collaborative team mindset

Education and Experience Required:

• High School Diploma or GED

• 1+ year relevant work experience

Education and Experience Preferred:

• Previous collections experience is beneficial but not required – we welcome candidates who have demonstrated success in customer-facing environments and are eager to learn

• Experience in customer service, retail sales and service, contact center/call center operations, banking or financial services, collections, account servicing, consumer lending

• Strong computer proficiency, including experience with business software applications

• Detail-oriented with strong written and verbal communication skills

Work Model & Office Location:

• This is a hybrid role requiring four days per week in the office

• Eligible candidates must live within reasonable commuting distance to 499 Mitchell Street, Millsboro, DE 19966

Required Availability/Scheduled Shift:

Monday-Friday:

• 8:00am-4:30pm on four weekdays

• 12:30pm-9:00pm on one weekday

• Employees receive a 10% shift differential for the evening shift

Saturdays:

• 8:00am-12:30pm

• 1-2 Saturdays per month is required

Why Join Our Team?

You'll become part of a collaborative team that values support, development, and engagement. The team regularly participates in team-building activities and events, creating an environment where employees can build strong relationships while growing their careers. At M&T Bank, you'll have the opportunity to develop valuable skills in customer service, negotiation, problem-solving, and financial services while making a meaningful impact on customers and the organization.

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