What are the responsibilities and job description for the Customer Service Representative position at Concord?
About the Role:
Concord is a leading Loan Servicing Fintech company dedicated to delivering exceptional financial solutions. We are seeking an on-site Customer Service Representative to join our Contact Center team at our Chandler, AZ facility. As a Customer Service Representative, you will serve as a primary point of contact for customers, providing outstanding service while adhering to rigorous security and compliance standards. You will play a critical role in maintaining customer satisfaction, resolving account inquiries, and supporting loan servicing operations in a fast-paced, high-security environment.
Duties and Responsibilities:
Qualifications:
Concord is a leading Loan Servicing Fintech company dedicated to delivering exceptional financial solutions. We are seeking an on-site Customer Service Representative to join our Contact Center team at our Chandler, AZ facility. As a Customer Service Representative, you will serve as a primary point of contact for customers, providing outstanding service while adhering to rigorous security and compliance standards. You will play a critical role in maintaining customer satisfaction, resolving account inquiries, and supporting loan servicing operations in a fast-paced, high-security environment.
Duties and Responsibilities:
- Serve as the primary point of contact for solar loan customers via inbound and outbound phone, email, and chat channels
- Handle inquiries related to loan account status, payment processing, billing disputes, and general account maintenance
- Accurately document all customer interactions, resolutions, and follow-up actions in the loan servicing platform
- Authenticate customer identity and maintain strict adherence to security protocols and data privacy requirements set by the solar loan originator
- Escalate complex or sensitive issues to the appropriate team or supervisor in a timely and professional manner
- Process payment arrangements, account updates, and service requests in accordance with established procedures and compliance guidelines
- Meet or exceed individual and team KPIs including call handle time, first-call resolution, quality scores, and customer satisfaction
- Participate in ongoing training to stay current on product updates, policy changes, and security requirements
- Collaborate with cross-functional teams including Collections, Operations, and Compliance to resolve customer issues
- Maintain confidentiality of all customer and company information in accordance with applicable regulations
Qualifications:
- 2-3 years of customer service experience, preferably in a contact center, financial services, or Fintech environment
- Strong verbal and written communication skills with the ability to clearly explain complex financial information
- Demonstrated ability to handle high call volumes while maintaining accuracy and professionalism
- Proficiency with CRM platforms, loan origination/servicing systems, and Microsoft Office Suite
- High attention to detail and commitment to data security and compliance
- Ability to work onsite at our Chandler, AZ Contact Center — this is a fully onsite position
- Experience in loan servicing, solar financing, or consumer lending
- Familiarity with regulatory frameworks
- Bilingual (English/Spanish) a plus
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Free Food & Snacks
- Wellness Resources