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.

• You care about helping people solve complex financial problems and want your work to make a real difference in members' lives.

• You are comfortable having sensitive conversations and can explain difficult information clearly and respectfully, even when the member is under significant stress.

• You like work that requires judgment, organization, follow-through, and attention to detail — and you take pride in doing it well.

• You enjoy balancing member advocacy with policy, procedure, compliance, and risk management.

• You want to be part of a team that values service excellence, accountability, teamwork, quality, urgency, and continuous improvement.

• You see complexity as something to navigate thoughtfully, not avoid.
  Metro's Financial Solutions team is focused on helping members move forward while protecting the long-term strength of the…