Mortgage Workout Specialist

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.   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   Experience 3+ years of collections or loss mitigation experience Experience working with mortgage servicing and/or investor loans preferred 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   Compensation Disclosure: $26.5/hr – $35.95/hr The salary range listed gives a general idea of what we expect to offer. We consider your experience, unique strengths, and the impact you’re likely to make in the role. On top of that, we offer a competitive benefits package and other perks that round out the total compensation.   Why Join our team: Comprehensive Benefits: Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copaysSales Incentives; annual retention bonus vesting program Three weeks paid vacation; 11 paid holidays 401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement.  Metro contributes 3% regardless of employee’s contribution Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Health Savings Account; Prescription Drug program and 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 and position-related or job-related tuition assistance to help you attain your long-term career goals Growing, dynamic environment - no day is ever the same and join an exceptional team of co-workers Exceptional training program (classroom, on-the-job, and mentoring) Stable and growing organization     Metro Credit Union is the largest state-chartered credit union in Massachusetts, with $3.2 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.   Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (“Together We Advance”) designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman’s Best of 2025 awards; and recognized as one of America’s Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.