Customer Service Supervisor
Concord Servicing
Customer Service Supervisor
Concord is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country. As part of our growing Contact Center in Chandler, AZ, we are seeking a Customer Service Supervisor to lead a team of representatives supporting a large Solar loan originator. This is a fully onsite position requiring a high degree of professionalism, security awareness, and a commitment to service excellence in a regulated financial services environment.
Duties and Responsibilities:
- Supervise, coach, and develop a team of Contact Center representatives handling inbound and outbound calls, including account inquiries, payment processing, and escalations
- Monitor team performance against key metrics, including call quality, handle time, first call resolution, and customer satisfaction scores; provide regular feedback and performance reviews
- Ensure strict adherence to data security protocols, compliance standards, and client-specific security requirements as mandated by the Solar loan originator partner
- Manage daily staffing, scheduling, and workflow to ensure adequate coverage and service level targets are consistently met
- Handle escalated customer issues and complex loan servicing inquiries with professionalism, applying sound judgment and knowledge of applicable regulations
- Conduct regular call monitoring, side-by-side coaching, and quality assurance reviews to ensure service delivery meets client and company standards
- Partner with Training and QA teams to identify knowledge gaps and implement ongoing development programs for team members
- Collaborate with the Contact Center Manager to report on team performance, surface operational challenges, and contribute to process improvement initiatives
- Foster a positive, inclusive, and high-accountability team culture that aligns with Concord's core values and the expectations of a security-conscious financial services environment
- Manages projects as needed, adapting priorities to meet evolving business needs
Vacancy posted 4 days ago
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