Hybrid Loss Mitigation Intake Manager – Mortgage Loan Assistance

at M&T Bank

• Job title: Loss Mitigation Intake Manager – Mortgage Loan Assistance
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $62,200 - $103,600 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Getzville, United States

About the role

• Loss Mitigation Intake Manager at M&T Bank overseeing team for mortgage assistance documentation. Focused on efficient workflows, compliance, and team leadership.

Responsibilities

• Oversee the day‑to‑day workflow of the Intake team, ensuring all customer-submitted documents for mortgage assistance are reviewed, validated, and appropriately prepared for underwriting.
• Gather required documents – including specialized investor-required items such as FHA documentation – and send required compliance and status communications.
• Package and deliver complete files to the underwriting team, serving as the first and essential step in the Loss Mitigation lifecycle.
• Evaluate and refine processes, procedures, and internal controls to improve efficiency, reduce risk, and maintain strong regulatory adherence.
• Work closely with internal partners such as the mortgage assistance call center, underwriting, and other support teams.
• Manage staffing, coaching, development, performance evaluations, and performance management for a team of front-line specialists.
• Compile operational data, monitor service levels, and support departmental decision‑making.
• Maintain adherence to company policies, regulatory standards, internal controls, and audit requirements.
• Serve as a key contributor during loan portfolio onboarding, ensuring new loans transition smoothly into operational workflows.

Requirements

• A combined minimum of 6 years of higher education and related experience, ideally in financial services, customer operations, or a similar environment
• 1+ years of leadership or supervisory experience overseeing front-line employees
• Strong communication, organization, and problem‑solving skills
• Ability to work independently while managing a workflow of moderate complexity and risk
• Mortgage servicing or default mortgage experience (strongly preferred, but not required)
• Loss mitigation experience
• 2-3 years of leadership experience managing operations or customer‑facing teams
• Proficiency with Microsoft Office (Excel, Word, PowerPoint)
• Familiarity with mortgage servicing systems, documentation requirements, and investor guidelines.

Benefits

• M&T Bank offers competitive benefits ranging from medical and retirement to forty hours of paid volunteer time each year.