Resolutions Analyst

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price.  Handles Manager’s Calls as needed.

The Functions for a Resolutions Analyst are the following:

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

• Prior collections experience (3+ years)
• Knowledge of FDCPA and State rules and regulations
• Prior Supervisory / Management experience - preferred
• Basic knowledge of Timeshare operations - preferred
• Business degree or equivalent - preferred
• Basic Computer Skills
• Knowledge of Microsoft Office
• Ability to read, write and speak English fluently.  Bilingual (English/Spanish) a plus
• Good communication skills, both written and verbal
• Leadership experience and the ability to provide support and direction to develop and motivate a team
• Ability to communicate and meet company goals and objectives
• Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.

Salary 20,000

Internet Bonus 400

Voucher Bonus 2,000

Medical Insurance

Dental Insurance

Life Insurance