Financial Solutions Specialist II

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.

• 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.

• 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.

• 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 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…