Jacob Massaro
East Amherst,United States
Summary
Mortgage servicing professional with experience as a Single Point of Contact (SPOC) assisting borrowers through financial hardship and home retention solutions with a high attention to detail. Skilled in borrower financial analysis, verifying occupancy, communicating with different departments within the mortgage departments, loss mitigation programs, regulatory compliance, and mortgage servicing systems. Known for strong communication, problem solving, and guiding borrowers through complex mortgage assistance options while ensuring adherence to investor and federal servicing guidelines. Providing the most accurate information to borrowers.
References - Dawn Ruberto, M&T Bank CAM MANAGER II, MORTGAGE DEFAULT SERVICING
Email: druberto@mtb.com
Authorized to work in the United States for any employer.
Overview
11
11
years of professional experience
Work History
Single Point of Contact (Mortgage Servicing)
M&T Bank
Buffalo, NY
03.2025 - Current
- Serve as the primary liaison for borrowers experiencing mortgage delinquency or financial hardship, guiding them through loss mitigation and home retention options.
- Manage a pipeline of delinquent mortgage accounts, ensuring timely borrower contact, documentation collection, and case follow-ups.
- Educate borrowers on mortgage assistance programs including loan modifications, repayment plans, forbearance agreements, and reinstatement options.
- Review borrower financial documentation such as income statements, tax returns, bank statements, and hardship affidavits to determine eligibility for mortgage assistance.
- Maintain detailed case notes and borrower communication records within mortgage servicing systems including MSP / case management platforms.
- Coordinate with internal departments including loss mitigation underwriting, foreclosure, bankruptcy, escrow, and investor relations to resolve complex loan issues.
- Ensure compliance with Fannie Mae, Freddie Mac, FHA, VA, and CFPB mortgage servicing guidelines.
- Provide empathetic and solution-focused customer support during sensitive financial situations.
Fulfillment Expert
Target
Amherst, NY
11.2020 - 03.2025
- Executed order fulfillment processes with meticulous attention to detail.
- Implemented rigorous statistical monitoring protocols to evaluate performance metrics.
- Ensured meticulous attention to detail in executing responsibilities.
Clerk
Tops Friendly Markets
Getzville, NY
01.2018 - 10.2020
- Maintained department organization and operational efficiency in a high-traffic retail environment.
- Delivered strong customer service and assisted customers with product questions and requests.
- Maintained logs, handled daily operational tasks, and ensured accurate recordkeeping.
- Managed multitasking responsibilities including order preparation and customer service.
Clerk
Consumers Beverages
East Amherst, NY
10.2017 - 11.2017
- Assisted customers with product inquiries and purchases.
- Stocked displays and maintained inventory presentation.
- Handled bottle return processing and maintained accurate logs.
Newspaper Carrier
The Buffalo News
North Tonawanda, NY
05.2017 - 10.2017
- Managed daily delivery route of over 100 newspapers.
- Maintained strict time management and reliability to meet early morning delivery deadlines.
Cashier / Customer Service
Tops Friendly Markets
East Amherst, NY
03.2015 - 05.2017
- Processed cash and card transactions while maintaining accurate cash drawers.
- Delivered high-quality customer service in a fast-paced retail environment.
- Assisted customers with purchases and problem resolution.
Education
Business Studies
Erie Community College
East Amherst, NYHigh School Diploma - undefined
Williamsville North High School
Associate Degree - Communications
Niagara County Community College
Sanborn, NY01.2024
Skills
- Mortgage Servicing & Financial Analysis
- Loss Mitigation
- Mortgage Servicing
- Loan Modifications
- Repayment Plans
- Forbearance Agreements
- Borrower Financial Review
- Hardship Evaluation
- Delinquency Management
- Education on Home Disposition
- Regulatory & Investor Knowledge
- Fannie Mae Servicing Guidelines
- Freddie Mac Servicing Guidelines
- FHA Loss Mitigation Programs
- VA Home Retention Options
- CFPB Mortgage Servicing Rules
- Compliance & Documentation Standards
- Systems & Technical Skills
- MSP Mortgage Servicing Platform
- Mortgage Case Management Systems
- Microsoft Office (Excel, Word, Outlook)
- Data Entry & Documentation Review
ADDITIONAL STRENGTHS
- Strong analytical and problem-solving abilities
- Excellent customer communication and relationship building
- Ability to manage high-volume workloads and sensitive financial situations
- Highly adaptable and quick learner in complex regulatory environments
Timeline
Single Point of Contact (Mortgage Servicing)
M&T Bank
03.2025 - Current
Fulfillment Expert
Target
11.2020 - 03.2025
Clerk
Tops Friendly Markets
01.2018 - 10.2020
Clerk
Consumers Beverages
10.2017 - 11.2017
Newspaper Carrier
The Buffalo News
05.2017 - 10.2017
Cashier / Customer Service
Tops Friendly Markets
03.2015 - 05.2017
Business Studies
Erie Community College
High School Diploma - undefined
Williamsville North High School
Associate Degree - Communications
Niagara County Community College