Concord Servicing

Business Analyst

• Manage and resolve customer inquiries submitted through our Resolution inbox
• Ensure each case is thoroughly documented, followed up on, and brought to completion
• Handle customer correspondence and escalate compliance-sensitive communications
• Collaborate cross-functionally with Operations, Compliance, and QA to maintain service quality
• Train new team members and deliver performance feedback
• Attend strategic planning meetings and produce weekly and monthly trend reports

Resolutions Analyst

Support Engineer

• Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs
• Compile, analyze, and monitor key performance indicators (KPIs) including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, and quality measures
• Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams and clients
• Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement
• Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requirements
• Prepare bonus eligibility reports by agent, team, and department based on established performance metrics
• Respond to inquiries from agents and supervisors regarding bonus calculations and data discrepancies
• Maintain historical records of all bonus-related reports for audit and compliance purposes
• Develop and improve reporting tools, dashboards, and automated processes to streamline data collection and report generation
• Utilize reporting platforms (e.g., Phoenix Reporting, Excel, Power BI, or similar tools) to produce clear and actionable performance reports
• Evaluate current reporting procedures and recommend improvements to increase efficiency and accuracy
• Work closely with the Contact Center Operations Manager on ongoing department projects related to performance tracking and incentive programs
• Assist with internal audits related to collections statistics and compensation data
• Provide analytical support for special projects, including system conversions, mailings, and month-end reporting cycles

Support Analyst – Contact Center

Recruitment

• Manage full-cycle recruiting for high-volume Customer Service Representative and Collections Representative openings, from requisition through offer acceptance
• Source, screen, and pipeline candidates for operational roles including Account Manager and Support Analyst, as well as various technical positions across the organization
• Partner with hiring managers to understand role requirements, define candidate profiles, and develop targeted recruiting strategies for each position.
• Utilize an ATS and multiple sourcing channels (job boards, LinkedIn, employee referrals, community partnerships) to build robust candidate pipelines
• Conduct thorough phone screens and coordinate interview processes; provide a positive, professional candidate experience from first contact through onboarding
• Manage and maintain accurate candidate records and requisition status in the ATS; provide regular updates and reporting to Contact Center and HR leadership
• Extend and negotiate offers in alignment with compensation guidelines and market data
• Contribute to employer branding efforts and help position Concord as an employer of choice in the Greater Phoenix/Scottsdale market.

Contract Recruiter

Call Center Representative

• Define and lead long-range outbound collections strategy across all delinquency stages, customer segments, and recovery phases — aligning portfolio philosophy with measurable business outcomes.
• Build and continuously evolve portfolio segmentation frameworks and contact strategies that optimize recovery rates while preserving customer experience.
• Identify macro delinquency trends, translate data-driven insights into strategic direction, and own portfolio-level recovery performance and continuous improvement roadmaps.
• Partner with Analytics to define performance measurement standards, predictive scoring models, and portfolio health metrics that drive proactive decisioning.
• Serve as the executive business owner of the Genesys Cloud collections ecosystem — owning dialing strategy architecture, campaign orchestration, routing logic, and automation design end-to-end.
• Apply hands-on Genesys Cloud expertise to configure, optimize, and govern platform performance, ensuring the technology infrastructure directly supports portfolio recovery objectives.
• Establish governance standards across internal and BPO teams for disciplined platform execution, compliance adherence, and consistent methodology.
• Partner with IT and Product on platform evolution, integrations roadmap, and long-term scalability planning to maintain competitive technological advantage.
• Evaluate emerging collections technology, regulatory shifts, and recovery methodologies — translating industry advancements into actionable platform improvements.
• Design and own KPI frameworks, performance scorecards, and accountability models that create transparency and drive consistent execution across the collections organization.
• Monitor performance against recovery targets, identify structural risks, and develop enterprise-level mitigation strategies before they impact portfolio outcomes.
• Deliver executive-ready insights, performance analyses, and strategic recommendations to senior leadership, translating operational data into business-level narratives.
• Act as a trusted strategic advisor to the VP of Contact Center on portfolio performance trends, operational risk, technology investment, and growth opportunities.
• Define strategic expectations, governance models, and SLA frameworks for all BPO partnerships supporting collections operations.
• Oversee performance standards, audit frameworks, and optimization strategy to ensure external partners align with enterprise collections methodology and compliance requirements.

Director of Contact Center Collections Strategy

Full-stack Engineer

• Building core capabilities leveraged by implementation teams for new client onboarding and client migrations from legacy platforms
• Owning features end to end, from data model to API to UI
• Collaborating with a small, focused team to evolve the platform
• Shipping through GitHub Actions CI/CD and observing through Datadog
• Engaging with modern, cloud-native loan servicing and accounting platform

Resolutions Analyst

Support Analyst – Contact Center

Contract Recruiter

Director of Contact Center Collections Strategy

Software Engineer