Client Support Specialist

Job Description

Job Description

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 Support Specialist (Client Operations) is responsible for managing corporate client requests and ensuring high-quality, timely service with a focus on customer satisfaction. Key responsibilities include processing payments, generating reports, validating sales data, and maintaining accurate documentation. The specialist will also conduct regular audits to ensure the accuracy of client consumer information.

This role demands strong attention to detail, organizational skills, and the ability to work efficiently under pressure to meet deadlines. Due to the global nature of the business, fluency in English is required, as the role involves frequent communication with English-speaking clients. Additionally, the work schedule aligns with U.S. holiday calendars, requiring availability on Mexican holidays and time off on U.S. holidays.

Key Responsibilities:

• Promptly address corporate client requests, prioritizing customer satisfaction.
• Process client payments, returns, and chargebacks within the system, ensuring accurate fund allocation.
• Analyze transactions, new sales, and support cases for KPI’s and client executive reporting.
• Validate data files to detect and correct potential errors.
• Upload sales data to the system, ensuring compliance with client specifications and expectations.
• Maintain organized, secure documentation in line with company privacy and security protocols.
• Conduct regular audits to ensure consumer information accuracy for corporate clients.
• Collaborate with cross-functional teams to resolve operational issues and optimize processes.
• Propose process improvements related to client management and payments to enhance efficiency and customer experience.
• Effectively communicate with corporate clients in both English and Spanish to ensure clarity and effective service.

Requirements

• Technical degree or bachelor’s degree in administration, Finance, Accounting, or a related field.
• Equivalent relevant experience in client support and operations management may be considered in lieu of a degree.
• Previous experience in corporate client support and operational process management is preferred.
• Advanced proficiency in English (both written and spoken).
• Intermediate knowledge of Microsoft Excel and other Office applications.
• Ability to manage multiple tasks simultaneously with high attention to detail.
• Strong communication and customer service skills.
• Ability to work under pressure and meet deadlines.
• Availability to work on Mexican holidays and rest on U.S. holidays.

Benefits

• 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
• Wellness Resources