Financial Solutions Specialist II

Metro Credit Union; Chelsea (MA); On-site; USD 36,000 - 44,000; Full time

Job summary

Metro Credit Union is seeking a Financial Solutions Specialist II to guide members through delinquency challenges. You will manage mortgages, consumer loans, and credit cards with empathy and clear education on available options to improve financial stability.

The role emphasizes accurate documentation, timely follow-through, and collaboration with internal and external partners to deliver a seamless member experience. Compensation includes hourly wages with benefits.

Qualifications

• Demonstrated ability to communicate clearly with members, coworkers, and external contacts.
• Ability to review information, identify issues, and deliver services in a timely manner.
• Strong organization and accountability in a deadline-driven environment.
• Office setting with frequent computer and phone use.

Responsibilities

• Proactively manage a queue of delinquent mortgage, consumer loan, and credit card accounts.
• Engage members with empathy, educate about options, and set clear expectations.
• Recommend repayment plans, settlements, and restructuring options.
• Document and follow up on account activity and resolutions.
• Coordinate with internal teams and external partners for a coordinated experience.
• Support process improvements and participate in new projects.

Skills

Clear communication

Empathy

Attention to detail

Follow-through

Education

High school diploma or equivalent

Job description

Why This Role Exists

Financial hardship can create uncertainty for members and risk for the credit union. The Financial Solutions Specialist II exists to help members understand their circumstances, address delinquent obligations, and move toward practical, sustainable solutions.

This is a member-facing role built around empathy, education, sound judgment, and consistent follow-through. The specialist manages delinquent mortgages, consumer loans, and credit cards, using account information and available resources to tailor outreach and recommend solutions that support member financial wellness while protecting Metro’s portfolio.

What You’ll Own

• An assigned queue of delinquent mortgage, consumer loan, and credit card accounts.
• Timely, respectful member outreach and clear education about available resolution options.
• Accurate account review, documentation, follow-up, and movement toward resolution.
• Repayment plans, settlements, restructuring recommendations, and other appropriate solutions within established procedures.
• Coordination with internal teams and external partners to create a seamless member experience.
• Continuous improvement ideas that strengthen Financial Solutions processes, service, and consistency.

What You’ll Do

• Proactively review and manage assigned delinquent accounts, using account data and history to prioritize outreach and determine appropriate next steps.
• Engage members with empathy and professionalism, helping them understand their situation and available options while maintaining clear expectations and accountability.
• Provide education and counseling that help members make informed decisions and work toward greater financial stability.
• Recommend and negotiate practical repayment plans, settlements, restructuring options, and other approved solutions based on the member’s circumstances and account requirements.
• Use credit bureau reports, account files, public records, and other approved resources to locate and reconnect with members who may need support.
• Partner with internal teams and external organizations to resolve issues efficiently and provide a coordinated member experience.
• Maintain complete, accurate, and timely account documentation that supports responsible collections activity and effective follow-through.
• Participate in process improvements, new projects, and member-focused initiatives that strengthen the Financial Solutions team.
• Perform additional duties as directed by management.

Success Looks Like in 12 to 18 Months

• You independently manage a diverse queue of delinquent mortgages, consumer loans, and credit cards with consistent prioritization and follow-through.
• Members experience you as respectful, clear, knowledgeable, and solution-oriented, including during difficult conversations.
• Your recommendations reflect careful review of account information, member circumstances, applicable procedures, and long-term sustainability.
• Repayment plans, settlements, restructuring options, and other resolutions are clearly communicated, appropriately documented, and reliably monitored.
• Internal partners trust the accuracy of your work, the quality of your communication, and your ownership of assigned accounts.
• You consistently meet expectations for service excellence, urgency, productivity, dependability, quality, teamwork, and accountability.
• You contribute practical ideas that improve workflows, strengthen consistency, or enhance the member experience.

You’ll Love This Role If...

• You want to help people work through financial challenges while balancing compassion with accountability.
• You are comfortable having direct, sensitive conversations and can explain options clearly and respectfully.
• You enjoy reviewing account information, identifying practical paths forward, and following through until the work is resolved.
• You can manage a steady workload, changing priorities, and time-sensitive commitments without losing attention to detail.
• You work well with teammates and partners and understand that a coordinated experience matters to the member.
• You look for ways to improve processes rather than simply completing the next task.

AI Expectations

This role may use Metro-approved AI tools to improve organization, communication quality, research efficiency, and consistency in routine work. AI must be used responsibly, with human review and full adherence to Metro policies, member confidentiality expectations, privacy requirements, and applicable procedures. Human judgment remains essential for member communication, account decisions, negotiations, and escalations.

Required Qualifications

• Demonstrated ability to communicate clearly and respectfully with members, coworkers, professional staff, and external contacts.
• Ability to review information, identify issues, offer appropriate ideas or solutions, and deliver services in a timely manner.
• Strong organization, attention to detail, accountability, and follow-through in a deadline-driven environment.
• Ability to work in a general office environment with frequent computer and phone use in a highly stationary role.

Preferred Qualifications

• High school diploma or equivalent.
• At least three years of collections experience.
• Knowledge of collections laws and regulations.
• Experience using computer systems, including web-based applications.
• Experience managing delinquent mortgages, consumer loans, credit cards, or a combination of these products.
• Experience recommending or negotiating repayment plans, settlements, restructuring options, or other loss‑mitigation solutions.

Why Metro

At Metro, financial solutions work is about more than collecting past-due balances. It is an opportunity to help members understand their options, regain stability, and move forward with greater confidence. You will join a team that values empathy, service excellence, accountability, teamwork, quality, urgency, and continuous improvement.

This role offers direct member impact and the opportunity to build meaningful expertise across mortgage, consumer loan, and credit card collections. Your ability to listen, evaluate information, communicate clearly, and follow through will make a visible difference for members and for Metro.

Additional Position Information

Supervisory responsibilities: None.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation

$26.00 - $32.00 hourly ($54,080–$66,560 annualized)

The salary range listed provides a general expectation for the role. Final compensation is based on a variety of factors, including but not limited to experience, skills, education, certifications, internal equity, and market conditions. Compensation decisions are made in alignment with business needs and the qualifications of each candidate.

This position is not eligible for visa sponsorship.

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.

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.