Financial Resolutions - Manager Specialty Operations
Position Summary
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.
Key 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.
People Leadership Expectations
Build and Attract Strong Talent
Set Clear Expectations and Drive Performance
Coach Regularly and Provide Meaningful Feedback
Develop People for Today and Tomorrow
Create an Engaged and Inclusive Team Environment
Lead Through Change and Model Metro Values
Qualifications
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.
Strong knowledge of legal recovery processes, asset liquidation, and quality assurance practices preferred.
Credit union or banking experience strongly preferred.
Excellent communication, organizational, and problem-solving skills.
Ability to manage multiple priorities, analyze complex situations, and make sound decisions.
Compensation
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.
About Metro Credit Union
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.