Customer Service Representative

Description

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 Scottsdale, 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:

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• Serve as the primary point of contact for solar loan customers via inbound and outbound phone, email, and chat channels
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• Handle inquiries related to loan account status, payment processing, billing disputes, and general account maintenance
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• Accurately document all customer interactions, resolutions, and follow-up actions in the loan servicing platform
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• Authenticate customer identity and maintain strict adherence to security protocols and data privacy requirements set by the solar loan originator
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• Escalate complex or sensitive issues to the appropriate team or supervisor in a timely and professional manner
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• Process payment arrangements, account updates, and service requests in accordance with established procedures and compliance guidelines
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• Meet or exceed individual and team KPIs including call handle time, first-call resolution, quality scores, and customer satisfaction
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• Participate in ongoing training to stay current on product updates, policy changes, and security requirements
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• Collaborate with cross-functional teams including Collections, Operations, and Compliance to resolve customer issues
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• Maintain confidentiality of all customer and company information in accordance with applicable regulations
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Requirements

Qualifications:

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• 2–3 years of customer service experience, preferably in a contact center, financial services, or Fintech environment
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• Strong verbal and written communication skills with the ability to clearly explain complex financial information
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• Demonstrated ability to handle high call volumes while maintaining accuracy and professionalism
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• Proficiency with CRM platforms, loan origination/servicing systems, and Microsoft Office Suite
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• High attention to detail and commitment to data security and compliance
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• Ability to work onsite at our Scottsdale, AZ Contact Center — this is a fully onsite position
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Preferred:

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• Experience in loan servicing, solar financing, or consumer lending
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• Familiarity with regulatory frameworks
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• Bilingual (English/Spanish) a plus
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Benefits

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• Health Care Plan (Medical, Dental & Vision)
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• Retirement Plan (401k, IRA)
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• Life Insurance (Basic, Voluntary & AD&D)
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• Paid Time Off (Vacation, Sick & Public Holidays)
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• Family Leave (Maternity, Paternity)
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• Short Term & Long Term Disability
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• Training & Development
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• Free Food & Snacks
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• Wellness Resources
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