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

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Experience

Required: High School Diploma or GED 1+ year relevant work experience

Education

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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. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $28.31 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Millsboro, Delaware, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at careersitesupport@mtb.com for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice