Sobre

• 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