Financial Resolutions - Manager Specialty Operations

Metro Credit Union•Chelsea, MA

2d•$73,100 - $98,900•Hybrid

About The Position

Metro Credit Union is seeking an experienced and strategic Specialty Operations Manager to lead specialty functions supporting delinquency, recovery, legal operations, compliance activities, and operational support within our Financial Solutions & Resolutions team. This role is responsible for overseeing a team of specialists and support staff, ensuring legal and recovery processes are executed efficiently, compliantly, and with a strong focus on member outcomes. The ideal candidate will bring leadership experience, operational expertise, and a commitment to driving performance, quality, and continuous improvement.

Requirements

Bachelor's degree preferred; equivalent combination of education and experience will be considered.
Minimum of 5 years of experience in financial services, collections, recovery, legal operations, or risk/compliance functions.
Prior leadership, supervisory, or team lead experience required.
Excellent communication, organizational, and problem-solving skills.
Ability to manage multiple priorities, analyze complex situations, and make sound decisions.

Nice To Haves

Strong knowledge of legal recovery processes, asset liquidation, and quality assurance practices preferred.
Credit union or banking experience strongly preferred.

Responsibilities

Oversee legal workflows, including attorney referrals, bankruptcy monitoring, small claims activity, and legal recovery strategies.
Review and provide guidance on escalated legal matters, repossessions, insurance claims, disputes, and recovery activities.
Monitor asset recovery and liquidation efforts, ensuring vendor performance, compliance, and recovery results meet expectations.
Oversee credit dispute operations to ensure timely investigations, regulatory compliance, accurate documentation, and effective resolution.
Lead quality assurance reviews, account audits, and operational reporting to identify trends, risks, and opportunities for improvement.
In addition to the role-specific responsibilities, this position is accountable for leading, coaching, and developing a high-performing team. People managers are expected to create clarity, support strong performance, build employee capability, and model the leadership behaviors expected at Metro.
Build and Attract Strong Talent: Make thoughtful hiring decisions and maintain high standards. Actively contribute to building a strong internal and external talent pipeline.
Set Clear Expectations and Drive Performance: Establish clear goals and connect individual work to business priorities. Hold employees accountable for results and behaviors.
Coach Regularly and Provide Meaningful Feedback: Hold consistent one-on-one conversations. Deliver timely feedback and recognize strong performance. Address concerns directly and constructively.
Develop People for Today and Tomorrow: Support employee growth through development planning. Provide stretch opportunities, coaching, and career conversations.
Create an Engaged and Inclusive Team Environment: Foster a team environment where employees feel respected, informed, supported, and connected to the organization's mission and goals.
Lead Through Change and Model Metro Values: Communicate clearly during periods of change. Reinforce organizational priorities. Serve as a role model for Metro's values, culture, and leadership expectations.

Benefits

Health, Dental, and Vision coverage for employees working minimum 20 hours per week.
Metro provides assistance toward premiums and copays and offers 100% coverage on prescription copays through the Prescription Drug Program.
Three weeks of paid vacation per year.
11 paid holidays.
Annual bonuses for all staff, including both annual performance bonus and annual vesting retention bonus.
401(k) retirement matching plan and Safe Harbor Plan. Metro contributes 3% regardless of employee contribution.
Wellness incentives.
Employee Assistance Program.
Flexible Spending Account.
Range of voluntary benefits including LTD, STD, and AD&D.
Access to no-interest loans.
$150 per quarter reimbursement for wellness and lifestyle expenses.
Strong growth opportunities with individualized development plans.
Position-related tuition assistance available after one year of eligibility.
Superb in-house training programs to build your skills.
Discounts on pet insurance.
Wellness reimbursements.
Tuition assistance.
Professional development opportunities.