Loss Mitigation Representative at Greylock Federal Credit Union – Pittsfield, Massachusetts

Greylock Federal Credit Union

Position Title: Loss Mitigation Representative

Department: Department: ASSET QUALITY 01/2026

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Loss Mitigation Representative supports Credit Union’s asset quality and member financial well-being by managing early- to mid-stage delinquent accounts. This role focuses on proactive borrower outreach, financial review, and the implementation of standardized repayment and loss mitigation solutions in compliance with regulatory and Credit Union guidelines.

Essential Functions & Responsibilities:

1.

Manage an assigned portfolio of early- to mid-stage delinquent consumer and mortgage accounts to minimize losses and support member resolution.

2.

Contact borrowers via phone, email, and written correspondence to discuss past-due accounts and explain available repayment plans and standard loss mitigation options.

3.

Review borrower financial information to assess eligibility for established repayment arrangements, deferments, or forbearance programs.

4.

Negotiate feasible repayment arrangements within defined authority limits and document agreed-upon terms.

5.

Maintain accurate and timely account notes and documentation to ensure compliance with federal, state, and Credit Union policies (e.g., NCUA, CFPB, RESPA, FDCPA).

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required

Performance Measurements:

Timely resolution of delinquent accounts within assigned portfolio.Adherence to regulatory and internal compliance requirements.Accuracy and completeness of account documentation.Member satisfaction and professionalism during borrower interactions.Achievement of established delinquency reduction goals.Upholds Greylock’s cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

Experience: 1–3 years of collections or loss mitigation experience preferred.

Education: High school diploma or equivalent required; Associate or Bachelor’s degree preferred.

Interpersonal Skills: Strong communication, empathy, and negotiation skills with a member-focused approach.

Technical/Other Skills: Proficiency in Microsoft Office and collections systems.

Physical Requirements:

Must be able to remain in a stationary position for extended periods and operate standard office equipment. May be required to work occasional overtime or Saturdays based on processing volume.

Work Environment:

Office-based or hybrid setting environment with regular member contact.

Salary Range:

The salary range for this role is min $20.00 to mid $25.52 per hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.