Loss Mitigation Intake Manager (Mortgage Loan Assistance) - Hybrid

Overview:
The Loss Mitigation Intake Manager leads the team responsible for the first and most critical step of the Loss Mitigation process. This role oversees the review, preparation, and routing of customer assistance documentation, ensuring every file is complete, accurate, and ready for underwriting. The manager will guide a team of approximately nine Documentation and Control Specialists. This role requires someone who is detail-oriented, process-driven, and committed to delivering the highest-quality experience for our customers and internal partners.

Primary Responsibilities:

• Lead Intake Operations: 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.

• Ensure Documentation Quality: Gather required documents – including specialized investor-required items such as FHA documentation – and send required compliance and status communications.

• Enable Underwriting Decisions: Package and deliver complete files to the underwriting team, serving as the first and essential step in the Loss Mitigation lifecycle.

• Drive Operational Excellence: Evaluate and refine processes, procedures, and internal controls to improve efficiency, reduce risk, and maintain strong regulatory adherence.

• Collaborate Across Teams: Work closely with internal partners such as the mortgage assistance call center, underwriting, and other support teams. This team does not directly interact with customers.

• People Leadership: Manage staffing, coaching, development, performance evaluations, and performance management for a team of front-line specialists.

• Reporting & Oversight: Compile operational data, monitor service levels, and support departmental decision‑making.

• Risk & Compliance: Maintain adherence to company policies, regulatory standards, internal controls, and audit requirements.

• Contribute to Portfolio Activities: Serve as a key contributor during loan portfolio onboarding, ensuring new loans transition smoothly into operational workflows.

Supervisory/Managerial Responsibilities:

•  Manages a team of approximately nine M&T Bank professionals (includes people, budget, and planning).

• Provides oversight and direction for contracted resources to ensure alignment with organizational goals and performance expectations.

Education and Experience Required:

• 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

Education and Experience Preferred:

• 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

Work Model & Location:

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

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

Work Schedule & Availability:

• Monday-Friday, 8:00am-5:00pm.

• Due to current volume, the team is temporarily supporting weekend overtime, with a requirement to work two Saturdays per month from 8:00am to 12:00pm.

• This Saturday overtime requirement is expected to be temporary and will be removed once departmental volume normalizes and staffing is fully in place.

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