Mortgage Workout Specialist

Metro Credit Union•Chelsea, MA

About The Position

At Metro Credit Union, we believe in showing up for our members when it matters most. As a Mortgage Workout Specialist, you’ll play a key role in helping members navigate financial challenges with empathy, clarity, and practical solutions, working to protect homeownership while supporting long-term financial stability through thoughtful, individualized workout strategies.

Requirements

3+ years of collections or loss mitigation experience
Working knowledge of collections laws, regulations, and mortgage servicing practices
Strong communication skills with the ability to navigate sensitive conversations in a clear, respectful way
Ability to analyze financial information and make sound, balanced recommendations
Detail-oriented with strong organization and follow-through skills

Nice To Haves

Experience working with mortgage servicing and/or investor loans preferred

Responsibilities

Manage a portfolio of past-due mortgage accounts and prioritize outreach based on risk and member needs
Work one-on-one with members to understand their financial situation and identify realistic workout solutions
Educate members on available options, including forbearance and other loss mitigation programs
Analyze borrower financials, credit, and property details to recommend sustainable resolutions
Negotiate and structure repayment solutions with a focus on transparency and fairness
Partner with internal teams and external stakeholders to ensure a smooth, consistent member experience
Maintain accurate documentation, reporting, and adherence to investor guidelines and servicing requirements
Support process improvements and contribute to a more effective, member-focused approach to collections and loss mitigation

Benefits

Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
Sales Incentives; annual retention bonus vesting program
Three weeks paid vacation
11 paid holidays
401(k) with matching plan & safe harbor plan
Wellness Incentives
Employee Assistance Program
Flexible Spending Account
Health Savings Account
Prescription Drug program
range of voluntary benefits (LTD, STD, AD&D)
access to no-interest loans
$150/Quarter reimbursements for wellness and lifestyle expenses
Discounts on Pet Insurance
Strong growth opportunities with development plans
position-related or job-related tuition assistance
Exceptional training program (classroom, on-the-job, and mentoring)