Concord Servicing

Collections

• Collect payments on overdue accounts and locate debtors to make collection arrangements.
• Outbound collection calls on accounts from 16 – 180 days delinquent (Predictive Dialer and/or manual)
• Speak to debtors on behalf of the client using clear language, explaining their amounts owing and determining a plan of action.
• Receives payments over the phone via Credit Card or check
• Document customer accounts in an accurate and timely manner
• Sending letters, statements, and payment histories
• Handling customer complaints and resolution paperwork
• Maintain and achieve monthly goals
• Able to react to change productively and handle other tasks as assigned

Collections Representative, Bilingual

Accountant

• Ensure timely and accurate sales tax filings for all Orion sales tax serviced clients; Orion WA B&O Tax filings and other filings and compliance tasks as assigned.
• Maintain relationship with sales tax agencies and company sales tax vendor relationships, establish and meet deadlines, review processes.
• Audit and reconcile sales tax liabilities with return software for accurate and consistent filings.
• Maintain accurate client worksheets with monthly, quarterly, annual reconciliations of sales tax collected, filled and remitted.
• Review and research tax oddities and discrepancies for accuracy and risk mitigation.
• Review and approve sales tax rate updates related to active leases in LeaseWorks.
• Document and maintain updated sales tax processing procedures.
• Maintain and update sales tax program and client calendars with up to date filing frequency and forms.
• Maintain good working relationships with clients’ sales tax designated personnel, respond to inquiries and requests.
• Maintain Orion business license registrations and renewals.
• Responsible for client sales tax license registration and renewals.
• Work with Business Development team to structure sales tax processes specific to client needs, onboard and offboard clients, support pricing model for client specific services.
• Provide client onboarding and offboarding support and input related to sales tax.

Sales Tax Accountant

Customer Support

• Oversee execution of customer service strategies and ensure high levels of customer satisfaction within the service framework.
• Manage a diverse team, streamline processes, and foster an environment that promotes excellence in customer engagement.
• Develop and implement effective customer service policies and procedures to enhance customer satisfaction.
• Lead, mentor, and coach customer service representatives to achieve high performance and meet service goals.
• Monitor and evaluate team performance against targets and provide feedback aimed at continuous improvement.
• Handle escalated customer inquiries and complaints professionally to ensure resolution.
• Collaborate with other departments to enhance service delivery and customer experience.
• Prepare and present reports on customer service metrics, trends, and improvement plans to senior management.
• Identify training needs and facilitate training programs for the customer service team.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Customer Service Manager

Sales

• Concord is a leading provider of credit administration and loan servicing solutions in capital markets, delivering innovative financial technologies
• Mission to transform servicing platforms through cutting-edge tools, robust support, and a client-first mindset
• Vice President of Commercial Sales responsible for driving new business acquisition, expanding customer relationships, and enabling adoption of new features
• Sales Process - Management: Manage the pipeline of leads and prospects in Salesforce CRM; coordinate pipeline with onboarding teams; introduce opportunities and facilitate smooth onboarding; work with BD on proposals and agreements; work with marketing on go-to-market plans; develop and run the annual Small Business Lending Forum; ensure successful execution of conference participation; engage in industry associate activities; lead sales process improvement
• Sales Process - Sales Activity: Develop new leads through outgoing calls and conferences; follow up on inbound inquiries; conduct discovery conversations; engage subject matter experts in prospect meetings; draft Statement of Work and proposals; present proposals; negotiate business terms and servicing agreements with senior management and legal; coordinate onboarding kick-off with Client Services
• Travel: Candidate expected to travel nationally for prospect meetings and multi-day conferences, up to 20 trips per year

Collections Representative, Bilingual

Sales Tax Accountant

Customer Service Manager

Vice President, Commercial Sales