Empathetic Debt Resolution Specialist

Metro Credit Union; Chelsea (MA); Hybrid; USD 55,000 - 74,000; Full time

Benefits offered by this job

Hybrid eligibility

Competitive benefits package

Competitive compensation

Job summary

Metro Credit Union in Massachusetts is seeking a Financial Resolutions Specialist to advocate for members while pursuing recovery objectives. You will work directly with members to understand their circumstances, explain options, negotiate appropriate solutions, and pursue positive financial outcomes.

In this role you will monitor payment activity, use skip-tracing tools when needed, and maintain accurate dashboards, while staying compliant with state and federal regulations.

Qualifications

• Clear and professional written and verbal communication.
• Ability to negotiate and manage conflict toward positive outcomes.
• Basic knowledge of computer software and systems.

Responsibilities

• Engage members in respectful, solution-focused conversations about charged-off accounts.
• Educate members about available options and develop personalized approaches.
• Negotiate appropriate resolutions while maintaining fairness, transparency, and clear expectations.
• Use account data and analytics to identify trends and recovery strategies.
• Monitor accounts, payments, outreach, and dashboards to support timely follow-up.
• Use skip-tracing and asset-search tools to locate information and advance recovery.

Skills

Clear communication

Negotiation

Conflict management

Regulatory knowledge

Computer literacy

Education

High school diploma or equivalent

Job description

Metro Credit Union in Massachusetts is seeking a Financial Resolutions Specialist to advocate for members while pursuing recovery objectives. You will work directly with members to understand their circumstances, explain options, negotiate appropriate solutions, and pursue positive financial outcomes.

In this role you will monitor payment activity, use skip-tracing tools when needed, and maintain accurate dashboards, while staying compliant with state and federal regulations.