Mortgage Workout Specialist

Job description

Why This Role Exists 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. What You'll Own 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. What You'll Do • 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. Your First 90 Days We want you to build a strong foundation before you're expected to drive results independently. Here's what early success looks like: Learn • 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. Own Early • 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. Build Momentum • 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. What Success Looks Like at 12 Months • 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 member outcomes and risk reduction. • Members experience you as calm, knowledgeable, respectful, and solution-focused — even during difficult conversations. • Internal partners trust your follow-through, attention to detail, and ability to balance compassion with compliance and sound business judgment. • Your work product — documentation quality, communication, and recommendations — meets or exceeds Metro's standards for loss mitigation compliance and productivity. • You are contributing ideas that improve workflows, strengthen consistency, and help the Financial Solutions team deliver excellent service. You'll Love This Role If... The right fit: This role is for someone who wants to combine mortgage expertise with genuine member advocacy — work that is analytically demanding, relationship-driven, and directly impactful. If that describes you, keep reading. • 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. AI Expectations This role may benefit from using approved AI tools to improve productivity, organization, communication quality, and research efficiency. AI should be used responsibly, with human review, strong judgment, and full adherence to Metro policies, privacy expectations, member confidentiality requirements, and regulatory obligations. Required Qualifications • At least three years of collections or loss mitigation experience — this is a genuine requirement, not a preference. Candidates without this foundation will face significant difficulty in this role. • Working knowledge of collections laws and regulations, including Fair Debt Collection Practices Act (FDCPA) requirements and mortgage servicing obligations. • Demonstrated ability to analyze financial information and develop practical, compliant repayment or workout recommendations. • Strong communication skills — verbal and written — including the ability to explain complex information clearly and respectfully to members, coworkers, and external partners. • Sound judgment, strong organization, attention to detail, and consistent follow-through. • Comfort using computer systems, including web-based applications and mortgage servicing platforms. • High school diploma or equivalent strongly preferred. • Ability to work in a general office environment with frequent phone and computer use in a highly stationary role. Preferred Qualifications • Experience working with investor mortgage loans, including familiarity with Fannie Mae, Freddie Mac, or FHLB loss mitigation guidelines and workout requirements. • Working knowledge of mortgage servicing requirements, including Regulation X and RESPA compliance obligations. • Prior experience with loan modifications, forbearance plans, repayment agreements, short sales, deeds-in-lieu, or other mortgage workout remedies. • Experience on a mortgage servicing platform (e.g., MSP, Black Knight, or similar). • Background in borrower financial analysis, foreclosure prevention, or default management. We Welcome Candidates From Strong candidates for this role may come from a variety of backgrounds. If you have done this work under a different title or in a different setting, we want to hear from you. Backgrounds that translate well include: • Credit unions, community banks, or mortgage lending institution. • Mortgage servicers, default management firms, or foreclosure prevention organizations • Home retention, borrower assistance, or mortgage collections teams • Financial counseling or loan resolution roles • Any background where you have helped borrowers navigate mortgage hardship, evaluated workout options, or managed delinquent loan portfolio. Why Metro Metro's Financial Solutions team is focused on helping members move forward while protecting the long-term strength of the credit union. You will join a team that values empathy, accountability, collaboration, service excellence, and practical problem-solving. This is meaningful work with real member impact. Your ability to listen, evaluate, educate, and act will matter every day. We are looking for someone who does not just fill this seat — but who makes the team stronger because they joined. The ideal candidate brings deep mortgage loss mitigation knowledge, calm and effective borrower communication, disciplined documentation habits, and the ownership mindset to manage complex accounts with both accountability and care. 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. Click here to learn more about our benefits package and employee perks. This role follows Metro’s current hybrid expectations, including a minimum three-day in-office standard, a 5-day onboarding period before hybrid eligibility is considered, and no 4x10 schedule eligibility due to Technology team coverage needs. Compensation Disclosure $26.00 – $36.00 per hour, equivalent to approximately $54,000–$74,000 annually. The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation. 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.