Erikah Lokey
Niagara Falls,NY
Summary
Dynamic Mortgage Outreach Specialist at M&T Bank with a proven track record of delivering exceptional customer service and effective problem-solving. Expertise in assessing financial situations and crafting tailored repayment plans while ensuring strict compliance with regulations. Recognized for managing inquiries with meticulous attention to detail and a consistently positive attitude, resulting in enhanced customer satisfaction and operational efficiency. Committed to fostering strong relationships and driving results in fast-paced environments, consistently contributing to organizational success.
Overview
5
5
years of professional experience
Work History
Loss Mitigation Liasion I
M&T Bank
Getzville, NY
06.2025 - Current
- Executed inbound and outbound communication with assigned portfolio of delinquent mortgage loan borrowers to facilitate loss mitigation options.
- Addressed consumer inquiries regarding account details and accurately recorded interactions in mortgage servicing system.
- Assisted in understanding investor waterfall and gathering necessary documents for loss mitigation. Collected consumer financial information and supported borrowers in reviewing loss mitigation documents.
- Communicate and explain the terms of loss mitigation approvals or declines, the rational for each and ability to appeal or re-apply.
- Articulated liquidation options and clarified foreclosure process to stakeholders.
Mortgage Outreach Specialist
M&T Bank
Getzville, NY
09.2023 - Current
- Contacted consumers facing mortgage loan default to facilitate collection of overdue payments in compliance with regulations.
- Assessed consumer financials to determine repayment capabilities and developed appropriate repayment plans.
- Managed inbound inquiries from various departments and consumers about mortgage loan products during delinquency phases.
- Ensured communication of state-specific compliance requirements during all calls.
- Complied with operational risk controls according to company policies and legal standards.
- Gained knowledge of account maintenance and correction procedures.
Consumer Lending (SAFE ACT)
M&T Bank
Buffalo, NY
03.2023 - 09.2023
- Assisting customers with credit card, checking accounts, savings accounts, home equity, and auto loan accounts.
- Filing disputes due to unauthorized transactions on credit card or debit card accounts.
- Providing excellent customer service and a positive attitude to ensure customers are being assisted to their desire.
- Participated in ongoing training to enhance own job skills and knowledge.
- Met deadlines while maintaining high-quality deliverables.
Administrative Assistant
BFNC
Buffalo, NY
10.2022 - 03.2023
- Maintained files and filing, keeping sensitive information confidential.
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint.
- Maintained office inventory by assisting with supply orders.
Claims Administrative Specialist
Progressive Insurance
Williamsville, NY
09.2021 - 09.2022
- Processing police reports for claim adjusters to get an idea of what happened & who was involved in a motor vehicle accident, vandalism, theft, etc.
- Creating cover letters to send to providers, employers, schools, or other insurance carriers to request for a copy of their records.
- Demonstrated strong & fast typing skills.
- Filing a 3rd party loss claim to file a claim with the opposite insurance carrier pertaining to the incident that occurred.
- Posses professional verbal skills for your colleagues and the opposite party you have to interact with.
Education
Bachelor of Science - Human Resources Management
Western Governors University
Salt Lake City, UT03-2026
Skills
- Service excellence
- Managing concurrent responsibilities
- Meticulous attention to detail
- Adept in digital solutions
- Supportive interpersonal skills
- Critical issue analysis
- Prioritization and planning skills
- Risk assessment and compliance
Timeline
Loss Mitigation Liasion I
M&T Bank
06.2025 - Current
Mortgage Outreach Specialist
M&T Bank
09.2023 - Current
Consumer Lending (SAFE ACT)
M&T Bank
03.2023 - 09.2023
Administrative Assistant
BFNC
10.2022 - 03.2023
Claims Administrative Specialist
Progressive Insurance
09.2021 - 09.2022
Bachelor of Science - Human Resources Management
Western Governors University