Resolutions Analyst

Concord Servicing

Resolutions Analyst for loan servicer managing customer inquiries and documenting resolutions. Collaborating with cross-functional teams and training new members for service quality.

Posted 6/9/2026full-timeChandler • Arizona • 🇺🇸 United StatesJuniorMid-LevelWebsite

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Hard Skills

case managementcustomer request formstracking reportsCRF analysiscompliance handlingcall auditingaccount analysisperformance feedbackescalation policyservice quality improvement

Soft Skills

communicationcollaborationtrainingfeedback deliveryadaptabilityproblem-solvingstrategic planningorganizational skillsinterpersonal skillsteam leadership

Industry Keywords

complianceresolution managementcustomer inquiriesservice standardperformance metricstrending topicsCease and Desist notificationsWritten DisputesQualified Written Requestsmonthly performance review

Tech Stack

Tools & technologies

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About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Review, distribute, follow up, and reply to all cases received in the Resolution inbox to manage Customer Request Forms
Notate each account in detail when receiving important information from customers
Notate accounts to follow up on responses from Operations or other departments
Follow up on each CRF until completion/resolved status; escalate when necessary
Submit and answer foreign customer emails
Inform and submit emails that constitute Cease and Desist notifications, Written Disputes, or Qualified Written Requests to the Compliance Officer for proper handling
Provide feedback to Supervisors and Trainers based on trends shown in the resolutions inbox
Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed, and escalated)
Able to react to change productively and handle other tasks as assigned
Assist in training and orientation of all new team members
Communicate all relevant changes and updates to Supervisors, Team Leaders, and Management
Provide monthly review meetings with each team to summarize their previous month’s performance
Provide constructive performance feedback together with the Supervisor whenever needed
Attend strategic planning meetings regarding Resolutions and send a recap to Collections team Management
Request call auditing and account analysis from QA or Compliance specialists to make adjustments, recommendations, or take necessary actions to improve the quality of service and results
Make the necessary recommendations to enforce, review, and evaluate current policies and procedures
Produce weekly and monthly reports showing trending topics and completion status
Follow the escalation policy defined by the Collections Manager and Resolutions Analyst to maintain a world-class service standard
Make recommendations to the Training and Supervision Staff based on trends shown in weekly and monthly reports

Benefits

Comp & perks

High school diploma or GED required; associate’s or bachelor’s degree in Business Administration, Communications, or a related field preferred
Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
1–2 years of experience in customer service, collections, or loan servicing
Prior experience handling written customer complaints, disputes, or escalations preferred
Familiarity with compliance requirements such as Cease and Desist, FDCPA, RESPA, or Qualified Written Requests is a plus
Strong written and verbal communication skills
Excellent attention to detail and ability to document accounts accurately
Proficient in Microsoft Office Suite, particularly Outlook and Excel
Ability to navigate loan servicing or CRM platforms
Strong organizational skills with the ability to manage high volumes of cases simultaneously
Ability to identify trends and escalate issues appropriately
Professional and composed when handling sensitive or escalated customer situations
Self-motivated with the ability to work independently and meet deadlines
Collaborative team player who communicates proactively with supervisors and cross-functional teams
Adaptable and able to handle shifting priorities in a fast-paced environment