Job Description

Concord is a leading loan-servicing company with more than three decades of experience delivering high-quality solutions for originators, lenders, and capital providers across consumer and commercial markets.

Our Mission
We exist to deliver exceptional servicing outcomes for our clients and borrowers by combining deep domain expertise, robust technology platforms, and a steadfast focus on compliance, risk management, and client service. With this expanded platform, we aim to be the go-to partner across the credit lifecycle for both consumer-finance and commercial/lease portfolios.

About Role

Do you enjoy providing world-class customer service? Can you thrive in a fast-paced and competitive environment, while working together with other members of a team to achieve a group goal? Are you passionate about customer experience and customer journey? If so, let’s connect, because Concord is adding a Commercial Customer Service Representative to their team!

In this role, you will interface with customers, clients, and coworkers daily, executing production goals in various KPI measurements, and through inbound/outbound calls or ticket response, based on company-provided knowledge and the support of your peer group. Customized reports, documentation, reconciliation, and confirmation of processes being completed will also be part of this role. Service Level Agreements / Net Promoter Scores / Survey Responses / Customer Satisfaction Scores will be part of your external measurement when applicable.

• Customer and Client Interaction and Support:

• Provide exceptional customer and client service to ensure high levels of satisfaction.
• Whether being assigned to either the casework team or the calling team, responding to customer and client inquiries via phone, email, and other communication channels promptly and professionally
• Doing so within response time and/or SLA or managerial goals
• Build and maintain positive relationships with customers and clients by providing attentive and personalized service.
• Proactively identify opportunities to improve customer and client satisfaction and retention.
• Support and assist fellow teammates in the department to collaborate on group goals and outcomes.
• Payment Processing:
• Handle customer payments over the phone, ensuring accuracy and compliance with company policies.
• Assist customers and clients with setting up / adjusting payment plans and resolving payment-related issues.
• Generating refunds or balance transfers for approval by managers as needed.
• Work closely with the accounting and booking departments to resolve account discrepancies and issues.
• Documentation Management:
• Provide customers and clients with necessary documentation, including account statements and invoices, PIF letters, amortization schedules, payment histories, and other requested information.
• Process customer and client modifications and update account information as needed, as well as effectively communicating those requirements to customers.
• Being consistent and accurate in updating any applicable system of record with all transactions and updates regarding customers daily.
• Account Maintenance:
• If assigned casework, ensuring your inventory is up to date and current, working from the oldest request first, and making sure completed cases are closed timely and within best business practice of 1 to 2 business days, while maintaining accuracy in responses.
• Seeking clarification as needed by utilizing Q and A channels, CS lead staff, and / or our trainer to get proper handling confirmed.
• On the calling team, documenting all aspects of a call, including the party spoken to, caller ID, the result, and the identifiable next step in handling.
• Insurance Tracking:
• Collaborate with our insurance partner to validate status, ensure customer and client accounts are up to date, and compliant with insurance requirements.
• Assist customers and clients with insurance-related inquiries and documentation.
• Learn appropriate policy parameters and educate customers and clients as needed.
• Customer Portal Assistance:
• Assist customers with accessing and navigating the customer portal.
• Provide support and guidance on utilizing the portal’s features and resolving any technical issues.
• Continuing to promote quick-access options (self-service) on applicable phone calls with customers.
• Compliance and Reporting:
• Ensure all customer and client interactions and transactions comply with company policies, procedures, and regulatory requirements.
• Prepare and maintain accurate records of customer and client interactions, transactions, and account updates, especially during audit requests from internal or external parties.
• Team Collaboration:
• Work closely with other customer service agents and departments to ensure seamless service delivery.
• Participate in team meetings, training sessions, and performance reviews, town halls, etc. to continuously improve service quality.
• When necessary, interfacing with other depts such as bookings, collections, accounting, client experience team. As needed to resolve an inquiry or challenge.
• Additional Responsibilities:
• Perform other duties assigned by the supervisor or management to support the customer service department's overall goals.
• When asked, offer supplemental training or Q and A to others (pay it forward)
• · Be prepared to “flex” from casework to phone work, or vice-versa, based on staffing or business need.

Requirements

• Superior communication skills – both written and verbal, especially regarding email etiquette.

• Ability to achieve and regularly maintain performance goals as outlined by management.
• At least 3-5 years of combined experience in a Customer Service role[ML1] or Account Manager role in the financial services banking or related industry. It is preferable that the majority of these years were worked with the same 1 or 2 employers.
• Ability to work with management on adjustment of schedule based on client, company, or business need.
• Proficient in Microsoft Office, including Excel, Word, Outlook, and Adobe
• Detail-oriented and organized with a proven ability to prioritize work effectively, or if given a specific directive.
• Enthusiasm and positive energy, support for your teammates, your company, and your industry.
• Ability to multi-task to achieve time management goals.

Benefits

• Food Vouchers
• Internet Bonus
• Medical Insurance
• Life Insurance
• Dental Insurance