Customer Service Representative

Customer Service Representative 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: 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: 23 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 Scottsdale, AZ Contact Center this is a fully onsite position Preferred: 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