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