Concord Servicing

Technical Writer

• Partner with internal stakeholders and engineering teams to capture technical details and translate them into clear, accessible content for technical and non-technical audiences.
• Support program milestones by delivering accurate documentation aligned with project phases, go-live events, and change initiatives.
• Build, organize, and manage the Knowledge Base to serve as a single source of truth for internal users, clients, and partners.
• Use analytics and user feedback to continuously improve KB usability and content relevance.
• Work closely with PMO leadership to ensure all documentation aligns with project governance frameworks and program-level deliverables.
• Support program reporting needs by maintaining accurate document repositories, revision logs, and audit trails.

Data Analyst

• 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.
• 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.
• 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.
• 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.
• 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.

Collections

• Collections Performance & Portfolio Outcomes
• - Oversee outbound collections for all delinquency stages and segments.
• - Utilize portfolio segmentation to inform dialing strategies and campaign design.
• - Collaborate with Reporting & Analytics on portfolio metrics and performance.
• - Align strategies with agent leaders based on customer feedback and delinquency reasons.
• - Focus on improving contact effectiveness and portfolio recoveries.
• Collections Technology Ownership
• - Act as the business owner for Genesys Cloud collections functionality.
• - Design strategies for dialing, routing, campaign orchestration, and automation.
• - Maintain execution standards across internal and BPO teams.
• - Work with IT on platform enhancements and future planning.
• - Provide expertise on industry trends and recovery methods.
• Execution Governance & Operating Cadence
• - Set KPI frameworks and performance accountability in the collections center.
• - Identify and address execution gaps and performance risks.
• - Prepare insights and recommendations for senior leadership.
• - Support execution for the VP of Contact Center.
• BPO Oversight (Limited)
• - Ensure BPO partners adhere to collections logic and performance standards.
• - Manage SLAs, scorecards, audits, and optimization initiatives.

Director of Collections

Client Services Representative

• Manage day-to-day operational accounting activities for client portfolios, ensuring accuracy, completeness, and timeliness of financial records
• Serve as a primary accounting point of contact for clients, responding to inquiries and providing guidance on accounting matters related to solar finance products
• Perform accounting and financial reporting for solar finance arrangements, including power purchase agreements (PPAs) and lease structures
• Collaborate closely with the billing team to ensure accurate billing data flows into the accounting system
• Reconcile billing system data to the general ledger and investigate, resolve, and document discrepancies
• Work cross-functionally with project developers, finance, and operations teams to support accurate accounting treatment and reporting
• Prepare, review, and deliver monthly accounting reports and schedules
• Ensure accounting practices comply with applicable accounting standards, internal controls, and company policies
• Identify opportunities to improve accounting, billing, and reconciliation processes and assist in implementing process enhancements
• Support audits by preparing documentation and responding to auditor requests as needed
• Potential to visit corporate headquarters and clients as requested no more than quarterly

Accountant, Client Services

Operations

• Promptly address corporate client requests, prioritizing customer satisfaction.
• Process client payments, returns, and chargebacks within the system, ensuring accurate fund allocation.
• Analyze transactions, new sales, and support cases for KPI’s and client executive reporting.
• Validate data files to detect and correct potential errors.
• Upload sales data to the system, ensuring compliance with client specifications and expectations.
• Maintain organized, secure documentation in line with company privacy and security protocols.
• Conduct regular audits to ensure consumer information accuracy for corporate clients.
• Collaborate with cross-functional teams to resolve operational issues and optimize processes.
• Propose process improvements related to client management and payments to enhance efficiency and customer experience.
• Effectively communicate with corporate clients in both English and Spanish to ensure clarity and effective service.

Data Operations Analyst

Events

• You own the programs that put Concord in front of the right accounts. Industry conferences. Hosted events. ABM campaigns. Partner co-marketing. You build the engine that creates a qualified pipeline from target accounts in the specialty finance and capital markets.

Events Marketing Manager

• - Manage and execute all company communication requests via a centralized process.
• - Support setup, testing, and deployment of communication templates.
• - Collaborate with internal teams and external clients to define project requirements and timelines.
• - Manage incoming communication requests using JIRA.
• - Support monthly reporting and documentation of communication activities.
• - Assist in reviewing vendor invoices and maintaining billing records.
• - Execute and monitor Solutions by Text (SBT) campaigns.
• - Manage workflows within vendor platforms, including HTML-based systems.
• - Assist in integrating new businesses into existing communication processes.
• - Participate in initiatives to improve processes and client experience.

Communications Operations Specialist

Analyst

• Manage the Lien Inquiry Inbox (HubSpot) for timely responses to stakeholders.
• Research UCC filing statuses and address inquiries related to filings and requests.
• Coordinate with clients on lien documentation and special handling needs.
• Maintain logs and documentation for case resolutions.
• Prepare subordination documents for review and approval.
• Verify lien details, including debtor information and collateral descriptions.
• Ensure compliance with state and federal UCC filing regulations.
• Support UCC filings and terminations under the UCC / Lien Manager's direction.
• Identify process bottlenecks and suggest automation or workflow improvements.
• Assist in user acceptance testing (UAT) for system enhancements.
• Support client onboarding by preparing data templates and validating uploads.
• Provide feedback to the Manager on recurring issues and training needs.