Overview:

The Loss Mitigation Underwriting Manager role involves overseeing a team of Underwriters within the Loss Mitigation department, which assists borrowers facing payment difficulties. The manager will supervise a team of 10-12 loss mitigation underwriters, who will review applicants for various loss mitigation opportunities, such as repayment plans, modifications, and partial claims, aiming to keep borrowers in their homes or manage property dissolution through Short Sales or Deeds-in-Lieu of foreclosure. They will be responsible to monitor portfolios and ensure compliance with all department policies and investor guideline, while also looking for opportunities within day-today processes to increase efficiency or reduce risk. The Manager will be responsible to hold regular team meetings and individual 1:1s, which will be conducted to review performance metrics, facilitate career development and identify/address any performance issues.

Primary Responsibilities:

• Oversee the daily activities of a unit of employees to meet the objectives of the assigned department.

• Direct staff in the appropriate techniques of customer service, collections or account servicing, as applicable.

• Resolve disputed transactions in a timely and cost-effective manner.  Negotiate effectively on customer calls.

• Compile month-end data for distribution to and decision-making by management. 

• Serve as integral member of portfolio acquisition team, directing onboarding of acquired loans.

• Evaluate unit processes, procedures and policies routinely in an effort to increase operational efficiency of units managed.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.  Identify risk-related issues needing escalation to management.

• 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.

• Complete other related duties as assigned.

• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

Scope of Responsibilities:

• Manages workflow of medium complexity and risk exposure and acts largely independently. 

• External contacts include customers, vendors and outside agencies. 

• Has charge off authority within established authority levels.

Supervisory/Managerial Responsibilities:

• Manages a team of 10-12 loss mitigation underwriters

Education and Experience Required:

• A combined total of 6 years of higher education and relevant work experience in a call center or bank operations environment, which must include at least 1 or more years of work leadership or supervisory experience.

• Excellent customer service skills with the ability to use tact and diplomacy.

• Strong knowledge of relevant spreadsheet, word processing, and presentation software.

Education and Experience Preferred:

• Bachelor's degree.

• Loss mitigations experience.

• Experience with mortgage modifications.

• Excellent oral and written communication skills.

• Strong knowledge of departmental systems, documents and procedures.

Working Model/Office Location:

• This is a hybrid position requiring 2 days in office per week (Tuesdays & Thursdays)

• Eligible candidates must live within commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068

Working Hours:

• Monday-Friday, 8:00am-5:00pm

Location