Financial Resolutions - Manager Specialty Operations

Metro Credit Union; Chelsea (MA); On-site; USD 73,100 - 98,900; Full time

Benefits offered by this job

Health, Dental, and Vision coverage

Tuition assistance

Wellness reimbursements

401(k) retirement matching

Paid time off & holidays

Job summary

Metro Credit Union in Chelsea, MA is seeking an experienced Specialty Operations Manager to lead the specialty functions within Financial Solutions & Resolutions. You will oversee delinquency, recovery, legal operations, compliance activities, and support staff to ensure compliant, efficient processes with a focus on member outcomes.

The role emphasizes leadership, operational excellence, and continuous improvement across legal workflows, asset recovery, and QA.

Qualifications

• Bachelor's degree preferred or equivalent combination of education and experience.
• 5+ years in financial services, collections, recovery, legal operations, or risk/compliance.
• Prior leadership or supervisory experience required.
• Knowledge of legal recovery processes, asset liquidation, and QA practices preferred.

Responsibilities

• Oversee legal workflows, including attorney referrals, bankruptcy monitoring, small claims activity, and legal recovery strategies.
• Review and guide escalated legal matters, repossessions, insurance claims, disputes, and recovery activities.
• Monitor asset recovery and liquidation, ensuring vendor performance, compliance, and outcomes.
• Oversee credit dispute operations to ensure timely investigations, regulatory compliance, documentation, and resolution.
• Lead QA reviews, account audits, and operational reporting to identify trends and improvement opportunities.

Skills

Leadership

Financial services

Legal operations

Compliance

Risk management

Team management

Education

Bachelor's degree preferred

Job description

Financial Resolutions - Manager Specialty Operations

Job Description

Position Summary :

Metro Credit Union is seeking an experienced and strategic Specialty Operations Manager to lead specialty functions supporting delinquency, recovery, legal operations, compliance activities, and operational support within our Financial Solutions & Resolutions team. This role is responsible for overseeing a team of specialists and support staff, ensuring legal and recovery processes are executed efficiently, compliantly, and with a strong focus on member outcomes. The ideal candidate will bring leadership experience, operational expertise, and a commitment to driving performance, quality, and continuous improvement.

Key Responsibilities:

• Oversee legal workflows, including attorney referrals, bankruptcy monitoring, small claims activity, and legal recovery strategies.
• Review and provide guidance on escalated legal matters, repossessions, insurance claims, disputes, and recovery activities.
• Monitor asset recovery and liquidation efforts, ensuring vendor performance, compliance, and recovery results meet expectations.
• Oversee credit dispute operations to ensure timely investigations, regulatory compliance, accurate documentation, and effective resolution.
• Lead quality assurance reviews, account audits, and operational reporting to identify trends, risks, and opportunities for improvement.

People Leadership Expectations:

In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro.

Build and Attract Strong Talent

• Make thoughtful hiring decisions and maintain high standards.
• Actively contribute to building a strong internal and external talent pipeline.

Set Clear Expectations and Drive Performance

• Establish clear goals and connect individual work to business priorities.
• Hold employees accountable for results and behaviors.

Coach Regularly and Provide Meaningful Feedback

• Hold consistent one‑on‑one conversations.
• Deliver timely feedback and recognize strong performance.
• Address concerns directly and constructively.

Develop People for Today and Tomorrow

• Support employee growth through development planning.
• Provide stretch opportunities, coaching, and career conversations.

Create an Engaged and Inclusive Team Environment

• Foster a team environment where employees feel respected, informed, supported, and connected to the organization's mission and goals.

Lead Through Change and Model Metro Values

• Communicate clearly during periods of change.
• Reinforce organizational priorities.
• Serve as a role model for Metro's values, culture, and leadership expectations.

Qualifications:

• Bachelor's degree preferred; equivalent combination of education and experience will be considered.
• Minimum of 5 years of experience in financial services, collections, recovery, legal operations, or risk/compliance functions.
• Prior leadership, supervisory, or team lead experience required.
• Strong knowledge of legal recovery processes, asset liquidation, and quality assurance practices preferred.
• Credit union or banking experience strongly preferred.
• Excellent communication, organizational, and problem‑solving skills.
• Ability to manage multiple priorities, analyze complex situations, and make sound decisions.

Compensation Disclosure

$73,100 – $98,900 annually

The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you're likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.

Why Join Our Team?

• Health, Dental, and Vision coverage for employees working minimum 20 hours per week. Metroprovides assistancetoward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program.
• Strong growthopportunities with individualized development plans. Position-related tuitionassistanceavailableafter one year of eligibility. Superb in-house training programs to build your skills.
• Discounts on pet insurance. A growing, dynamic work environment withstrongculture and exceptional team members who are passionate about serving our community.Additionalbenefits include wellness reimbursements, tuitionassistance, and professional development opportunities.

Time Off

• Three weeks of paid vacation per year and 11 paid holidays, supporting work-life balance from day one.

Competitive Compensation

• Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus.

Robust Retirement Benefits

• 401(k) retirement matching plan and Safe Harbor Plan. Metro contributes 3% regardless of employee contribution, ensuring your financial future is secured.

Wellness & Financial Support

• Wellness incentives, Employee Assistance Program, Flexible Spending Account, and range of voluntary benefits including LTD, STD, and AD&D. Access to no-interest loans and $150 per quarter reimbursement for wellness and lifestyle expenses.

• Minimum days in office per week: 3 (Tuesday and Wednesdayrequired).

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 $3.2 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.