Job Description

Concord Servicing 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 the Role

The Data Analyst supports Concord’s Analytics Hub by transforming complex operational data into clear, actionable insights for leaders across all Concord business units. This role consolidates data from multiple platforms (including Interlink, ESP, Orion-Salesforce, and LINK) into reliable reporting layers (Snowflake) and BI tools (TrueBI/ThoughtSpot and Power BI) to enable unified KPI visibility across consumer and commercial portfolios.

The ideal candidate is equal parts data builder and storyteller: comfortable extracting and shaping data with SQL, building scalable reporting datasets, and creating executive-ready dashboards and scorecards that drive decisions. This position partners closely with operational leaders to diagnose performance, improve processes, and measure the impact of ongoing transformation and technology rollouts.

Key Responsibilities:

Data Aggregation & Integration

• Consolidate operational data from various sources such as contact centers, business systems, and CRMs.
• Build and maintain datasets and data pipelines for performance metrics.
• Perform data validation and anomaly checks to ensure reporting accuracy.
• Integrate data across consumer and commercial portfolios for unified KPI visibility.
• Collaborate with Technology and analytics teams to enhance data mapping and documentation in Snowflake.

Visualization & Reporting

• Design and maintain dashboards and reports in TrueBI (ThoughtSpot) and Power BI.
• Build executive scorecards to track KPIs like digital channel mix and service levels.
• Enable self-service analytics by creating intuitive paths, metrics, and documentation.
• Develop visuals and insights for Monthly and Quarterly Business Reviews.

Performance Analysis & Root Cause

• Analyze operational performance trends, identifying patterns and opportunities.
• Perform root cause analyses on performance variations and their impacts.
• Provide actionable recommendations based on findings for leaders and the Analytics Hub.
• Assess the impact of new technologies and workflow improvements on performance.

Forecasting & Predictive Analytics (Preferred)

• Support volume and capacity forecasting, ensuring operational teams understand key assumptions.
• Develop indicators and dashboards for monitoring service performance and operational risks.
• Create trend projections for strategic planning and transformation.
• Utilize statistical techniques to predict challenges and assess intervention effectiveness.

Collaboration & Enablement

• Collaborate with Contact Center, Client Ops, Compliance, and Technology to standardize definitions, data sources, and reporting.
• Assist the COO Data initiative by onboarding datasets, standardizing metrics, and minimizing manual reporting.
• Offer basic training to stakeholders on dashboard usage, self-service analytics, and KPI interpretation.

Requirements

• Education: Bachelor’s degree in Business Analytics, Data Science, Statistics, Economics, or a related field (or equivalent experience).
• Experience: 2+ years of analytical experience (operations, contact center, or service environments preferred).

• Advanced Excel skills (pivot tables, Power Query preferred) and strong data hygiene practices.
• Proficiency with BI tools such as Power BI and/or ThoughtSpot (TrueBI); ability to build executive-ready visuals.
• SQL proficiency for data extraction, transformation, and joining across multiple systems; familiarity with data warehouse concepts (Snowflake preferred).
• Strong written and verbal communication skills; able to explain insights to technical and non-technical audiences.
• Demonstrated attention to detail, curiosity, and ability to work through ambiguity in a transformation environment.

Benefits

• Grocery Vouchers
• Internet Bonus
• Medical Insurance
• Life Insurance
• Dental Insurance
• Law Benefits