Financial Resolutions Specialist

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.

• 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.

• 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.

• 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 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.

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.