Concord Servicing
Financial Services
CustomerServiceSupervisor
“Customer Service Supervisor at Concord Servicing. Skills: Customer service, Team supervision, Loan servicing. Supervise team. Coach team”
Industry & Context.
Fully onsite
What They're Looking For.
Must Have
3-5 years customer service experience, 1-2 years supervisory experience, Familiarity with AI tools, Understanding of data privacy, Understanding of information security best practices, Ability to enforce high-security protocols, Proficiency with contact center platforms, Proficiency with CRM systems, Proficiency with reporting
Nice to Have
Experience in financial services, Experience in loan servicing, Experience in fintech, Experience in regulated industry, Experience with workforce management software
What You'll Do.
Handle outbound calls
Handle account inquiries
Handle payment processing
Monitor team performance
Conduct performance reviews
Ensure adherence to data security protocols
Ensure adherence to compliance standards
Ensure adherence to client-specific security requirements
Manage daily staffing
Handle escalated customer issues
Handle complex loan servicing inquiries
Conduct call monitoring
Conduct side-by-side coaching
Conduct quality assurance reviews
Partner with Training teams
Partner with QA teams
Implement development programs
Collaborate with Contact Center Manager
Report on team performance
Surface operational challenges
Contribute to process improvement
How You'll Work.
Team & Collaboration
Contact Center Manager; Training teams; QA teams
Communication Scope
Verbal communication; Written communication; De-escalate interactions
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