Mortgage Workout Specialist

Financial Solutions Specialist, Mortgage Workout Specialist

Metro is looking for a Financial Solutions Specialist, Mortgage Workout Specialist who can help members through some of the most difficult financial moments they may face. This role exists to protect both the member relationship and the credit union by resolving past-due mortgage accounts with urgency, accuracy, empathy, and sound judgment.

This is not a script-driven collections role. It is a member-facing, solution-oriented position where you will evaluate borrower circumstances, explain available options clearly, and help create practical paths forward while staying aligned with investor guidelines, mortgage servicing requirements, collection procedures, and applicable laws.

This role matters because it directly supports members facing mortgage hardship while protecting portfolio performance and ensuring fair, transparent, and compliant repayment or workout solutions. Without this person, past-due accounts go unmanaged, members lose access to workout options that could preserve their homes, and the credit union absorbs avoidable risk.

You will own a portfolio of past-due mortgage accounts and serve as the primary advocate for helping members understand their situation, evaluate available workout options, and move toward a sustainable resolution.

You will be responsible for timely outreach, accurate account review, clear documentation, thoughtful recommendations, and consistent follow-through. Your work directly supports loss mitigation, member retention, fair treatment, regulatory compliance, and the overall financial health of the credit union.

• Manage assigned past-due mortgage accounts using data, account history, borrower circumstances, credit information, property evaluation, and guarantor details to determine appropriate next steps.
• Engage members with professionalism, empathy, and respect while educating them on available options — including forbearance structures, repayment plans, loan modifications, and other mortgage workout remedies as permitted by investor and servicer guidelines.
• Analyze financial information and recommend solutions that are realistic, compliant, and aligned with investor guidelines and internal procedures.
• Partner with internal teams and external organizations to create a seamless member experience and ensure accounts are handled accurately and efficiently.
• Maintain clear communication, complete documentation, and responsible reporting to support fair, transparent, and well-controlled loss mitigation outcomes.
• Balance member needs with investor requirements, servicing obligations, and regulatory standards — navigating complexity with judgment, care, and accountability.
• Identify opportunities to improve processes, strengthen the member experience, and support the continued evolution of the Financial Solutions team.
• Perform additional duties as assigned by management.

We want you to build a strong foundation before you're expected to drive results independently. Here's what early success looks like:

• Develop working knowledge of Metro's mortgage workout portfolio, delinquency pipeline, and account management systems.
• Understand investor requirements, servicer guidelines, and internal procedures governing loss mitigation decisions.
• Learn Metro's documentation standards, regulatory obligations, and compliance expectations.

• Begin prioritizing outreach on your assigned accounts based on risk level and member need.
• Conduct member conversations with professionalism and empathy, with support from your manager and team as you ramp.

• Start structuring sustainable repayment plans, forbearance agreements, or loss mitigation solutions on appropriate accounts.
• Establish your documentation rhythm and demonstrate the follow-through habits that define success in this role.

• You have built strong command of Metro's mortgage workout process, investor requirements, servicing expectations, and collection procedures.
• Your assigned portfolio is actively managed, with timely outreach, accurate documentation, and clear recommendations that support both…