Job Description

Why This Role Exists

Financial hardship can be difficult and personal. Metro needs professionals who can approach charged-off accounts with sound judgment, respectful communication, and a genuine commitment to helping members find realistic paths forward.

As a Financial Resolutions Specialist, you will serve as a member advocate while supporting Metro’s recovery objectives. You will work directly with members to understand their circumstances, explain available options, negotiate appropriate solutions, and pursue positive financial outcomes. This role combines empathy, accountability, investigation, and consistent follow-through in support of innovative, member-centered financial resolutions.

What You’ll Own

• A portfolio of charged-off accounts requiring timely review, outreach, monitoring, and resolution.
• Constructive member negotiations that balance individual circumstances with responsible recovery efforts.
• Accurate monitoring of payment activity, collection accounts, and department dashboards.
• Skip-tracing and asset-search efforts used to reconnect with members and support account resolution.
• Thoughtful recommendations regarding recovery products, litigation, and other appropriate next steps.

What You’ll Do

• Engage members in respectful, solution-focused conversations about charged-off accounts.
• Educate members about available options and develop personalized approaches based on their circumstances.
• Negotiate appropriate resolutions while maintaining fairness, transparency, and clear expectations.
• Use account data and analytics to identify trends, anticipate member needs, and recommend effective recovery strategies.
• Monitor accounts, payment commitments, and dashboards to support timely outreach and follow-through.
• Use approved skip-tracing and asset-search tools to locate information and advance recovery efforts.
• Qualify members for recovery products and recommend actions that support financial wellness.
• Recommend accounts for litigation when necessary and appropriately supported.
• Maintain awareness of applicable state and federal regulations, industry practices, and emerging financial recovery trends.
• Support process improvements, new projects, and other member-focused initiatives as directed by management.

Success Looks Like in 12 to 18 Months

• Your assigned accounts are managed accurately, consistently, and with an appropriate sense of urgency.
• Members receive clear explanations, respectful service, and practical resolution options.
• Negotiations remain constructive and focused on achievable outcomes.
• Account activity, payments, outreach, and recommended next steps are monitored and documented reliably.
• Recovery and litigation recommendations are timely, fair, and supported by available account information.
• You contribute useful observations and ideas based on account trends and member needs.
• You are recognized as a dependable teammate who supports shared goals and deadlines.

You’ll Love This Role If...

• You enjoy helping people work through challenging financial circumstances.
• You can combine empathy with clear expectations and appropriate accountability.
• You are comfortable negotiating, managing conflict, and finding common ground.
• You are organized, attentive to detail, and committed to following through.
• You adapt well to changing priorities, processes, and member needs.
• You value teamwork, continuous learning, and professional member service.

AI Expectations

Where Metro has approved AI-enabled tools for this work, you will use them responsibly to organize information, identify trends, improve communication, and support workflow consistency. Human judgment, verification, confidentiality, regulatory awareness, and personal accountability remain central to every member interaction and account decision.

Required Qualifications

• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to negotiate, manage conflict, and remain focused on positive outcomes.
• Basic knowledge of computer software.
• Knowledge of applicable state and federal regulations.
• Ability to prioritize work, manage information, meet deadlines, and adapt to changing needs.

Preferred Qualifications

• High school diploma or equivalent.
• Three or more years of related experience.
• Previous credit union or banking experience.

This position operates in a general office environment, is highly stationary, and requires frequent computer and telephone use. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to contain a comprehensive listing of every activity, duty, or responsibility required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.

Why Metro

At Metro, you will have the opportunity to combine financial recovery with meaningful member advocacy. Your work will help members understand their options, strengthen recovery efforts, and improve how the Financial Resolutions team supports people experiencing financial hardship.

Benefits, Hybrid Eligibility, and Compensation

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well-rounded benefits package designed to support your health, financial well-being, career growth, and work-life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Click here to learn more about our benefits package and employee perks.

Compensation Disclosure

$26.35 - $35.65/hour ($54,808 - $74,152 annualized)

The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work-life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.

Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.