Concord Servicing
Financial Services
ResolutionsAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Resolutions Analyst at Concord Servicing. Skills: Customer inquiry resolution, Process management, Reporting. Manage and resolve customer inquiries. Document each case thoroughly”
What You'll Achieve.
Maximize portfolio performance; Improve service quality; Drive continuous improvement
Industry & Context.
Issue escalation; Trend analysis
What They're Looking For.
Must Have
High school diploma or GED, 1-2 years of experience in customer service, collections, or loan servicing, Written and verbal communication skills, Excellent attention to detail, Ability to document accounts accurately, Proficient in Microsoft Office Suite, Ability to navigate loan servicing or CRM platforms, Organizational skills, Ability to manage high volumes of cases simultaneously, Ability to identify trends, Ability to escalate issues appropriately, Professional and composed when handling sensitive or escalated customer situations, Self-motivated, Ability to work independently, Ability to meet deadlines, Collaborative team player, Communicates proactively with supervisors and cross-functional teams, Adaptable, Able to handle shifting priorities
Nice to Have
Associate's or bachelor’s degree in Business Administration, Communications, or a related field, Prior experience handling written customer complaints, disputes, or escalations, Familiarity with compliance requirements such as Cease and Desist, FDCPA, RESPA, or Qualified Written Requests
What You'll Do.
Manage and resolve customer inquiries
Document each case thoroughly
Follow up on each case
Bring each case to completion
Handle customer correspondence
Escalate compliance-sensitive communications
Collaborate cross-functionally with Operations
Maintain service quality
Train new team members
Deliver performance feedback
Attend strategic planning meetings
Produce weekly and monthly trend reports
Drive continuous improvement
Review cases received in the Resolution inbox
Distribute cases received in the Resolution inbox
Follow up on cases received in the Resolution
Reply to cases received in the Resolution inbox
Manage Customer Request Forms
Notate each account in detail
Notate accounts to follow up on responses
Follow up on each CRF until completion/resolved
Escalate when necessary
Submit foreign customer emails
Answer foreign customer emails
Inform and submit emails constituting Cease and Desist
Inform and submit emails constituting Written Disputes
Inform and submit emails constituting Qualified Written Requests
Provide feedback to Supervisors and Trainers
Prepare tracking reports
Prepare monthly report
Report number of cases received
Report number of cases pending
Report number of cases completed
Report number of cases escalated
React to change productively
Handle other tasks as assigned
Assist in training of new team members
Assist in orientation of new team members
Communicate relevant changes and updates to Supervisors
Communicate relevant changes and updates to Team Leaders
Communicate relevant changes and updates to Management
Provide monthly review meetings with each team
Summarize team performance
Provide constructive performance feedback
Request call auditing
Request account analysis
Take necessary actions to improve service quality
Take necessary actions to improve results
Make recommendations to enforce current policies
Make recommendations to review current policies
Make recommendations to evaluate current policies
Make recommendations to enforce current procedures
Make recommendations to review current procedures
Make recommendations to evaluate current procedures
Produce weekly reports showing trending topics
Produce monthly reports showing trending topics
Produce weekly reports showing completion status
Produce monthly reports showing completion status
Follow the escalation policy
Maintain a world-class service standard
Make recommendations to Training Staff
Make recommendations to Supervision Staff
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Partner with clients
Communication Scope
Customer correspondence; Performance feedback; Trend reporting
Full Job Description
[Concord ](https://concordfinance.com/)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. We are seeking a detail-oriented **Resolutions Analyst** to manage and resolve customer inquiries submitted through our Resolution inbox, ensuring each case is thoroughly documented, followed up on, and brought to completion. The ideal candidate will handle customer correspondence, escalate compliance-sensitive communications, and collaborate cross-functionally with Operations, Compliance, and QA to maintain service quality. This role also carries a leadership component, including training new team members, delivering performance feedback, attending strategic planning meetings, and producing weekly and monthly trend reports to drive continuous improvement. **Responsibilities:** * 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, pend
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