Marilyn Interisano
Brockport,NY
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident in handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
13
13
years of professional experience
Work History
Mortgage Customer Outreach Specialist II
M&T Bank
04.2023 - Current
- Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans or identify referrals to Loss Mitigation or Alternative Lending as necessary.
- Perform skip tracing.
- Analyze account files to assess whether referral to foreclosure is appropriate. Completes foreclosure summaries in a timely fashion.
- Assists with 36 day report calls and and any other calls that are needed on unique accounts including Wealth and Management accounts.
- Identify and resolve problematic account situations where appropriate. Understands the workflow necessary for account maintenance/corrections.
- Assist in the training of new hires as requested by management.
Mortgage Customer Outreach Specialist I
M&T Bank
07.2020 - 04.2023
- Initiate contact with consumers in the earliest stages of default on their mortgage loans with M&T in an effort to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
- Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans as necessary.
- Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made. Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
- Assisted SPOC with follow up calls during Pandemic
Branch Operations Coordinator
M&T Bank
07.2018 - 06.2020
- Ensures compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
- Completes branch currency ordering and shipments
- Performs sporadic cash counts for ATM, TCR and Service Associates
- Processed a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing
- Provided exceptional service to branch customers and resolved customer issues in a timely manner.
Teller
M&T Bank
08.2014 - 02.2018
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Monitored and verified suspicious activity on customer accounts.
Customer Service
Kohls
11.2012 - 07.2017
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
Education
High School Diploma -
Holley Jr/Sr High School
Holley, NY06.1989
Skills
- Microsoft Office
- Collaboration and teamwork
- Call Center Operations
- Analytical and critical thinking
- Mortgage collections
- Banking regulations
Timeline
Mortgage Customer Outreach Specialist II
M&T Bank
04.2023 - Current
Mortgage Customer Outreach Specialist I
M&T Bank
07.2020 - 04.2023
Branch Operations Coordinator
M&T Bank
07.2018 - 06.2020
Teller
M&T Bank
08.2014 - 02.2018
Customer Service
Kohls
11.2012 - 07.2017
High School Diploma -
Holley Jr/Sr High School
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