Concord Servicing

Project Manager

• Serve as the primary project lead for onboarding new servicing clients, driving all phases from kickoff through go-live and stabilization, partnering with the Implementation team.
• Define and maintain project plans, timelines, and readiness criteria in partnership with Technology, Operations, Compliance, and Client Services teams.
• Coordinate across all functional workstreams — including system configuration, data migration, training, and operational readiness — ensuring dependencies are identified and managed; the Senior PM facilitates and coordinates these efforts but does not own the technical or operational execution or solution.
• Act as the primary point of contact for client-facing project coordination, ensuring transparency and alignment on milestones, risks, and decisions.
• Drive post-implementation reviews to capture lessons learned and drive continuous improvement.
• Lead cross-functional strategic initiatives that span servicing operations, product, compliance, and technology — from scoping and planning through execution and closeout.
• Partner with business owners and senior leaders to define project objectives, success metrics, scope boundaries, and operational readiness requirements.
• Facilitate requirements discovery sessions and solution alignment across business, operations, product, and IT stakeholders — ensuring decisions are well-documented and broadly understood.
• Owns status reporting, RAID logs, and escalation pathways.
• Identify and proactively manage risks, issues, and interdependencies across teams; escalate blockers with recommended resolution paths.
• Partner with Technology, Operations, Legal, Compliance, and Finance teams to develop and execute project plans; coordinate across teams without owning the technical or operational deliverables directly.
• Ensure clear ownership and accountability across all integration workstreams, maintaining visibility into progress and surfacing risks early.
• Facilitate integration readiness assessments, cutover planning, and post-acquisition stabilization activities.
• Manage communication across internal stakeholders and, where applicable, external counterparts throughout the integration lifecycle.
• Champion and contribute to PMO standards, frameworks, templates, and tools to drive consistency, predictability, and quality across the project portfolio.
• Mentor and provide guidance to other Project Managers on project planning, stakeholder communication, issue resolution, and delivery best practices.
• Continuously improve project delivery practices based on retrospectives, team feedback, and industry trends.

Senior Project Manager

Customer Support

• 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.

Client Support Specialist

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.

Senior Project Manager

Client Support Specialist

Resolutions Analyst

Support Analyst – Contact Center

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