Collections Representative

Collections RepresentativeConcord is a Loan Servicing Fintech company committed to helping borrowers navigate their financial obligations with clarity and respect. Our Collections team plays a critical role in maintaining positive borrower relationships while protecting the financial integrity of our servicing portfolio. This is an onsite position based at our Contact Center in Scottsdale, AZ.The Collections Representative is responsible for contacting borrowers regarding past-due loan accounts, negotiating repayment arrangements, and resolving delinquencies in a compliant and borrower-friendly manner. The ideal candidate brings 2–3 years of collections or contact center experience and is comfortable working in a high-volume, fast-paced environment.Duties and Responsibilities:Contact borrowers via inbound and outbound calls to address past-due loan accounts and secure payment commitmentsNegotiate repayment plans, deferrals, and other arrangements in accordance with company policy and regulatory guidelinesAccurately document all account activity, payment arrangements, and borrower interactions in the loan servicing systemAdhere to all applicable federal and state regulations, including FDCPA, FCRA, and CFPB guidelinesIdentify and escalate accounts requiring special handling, hardship assistance, or supervisor reviewMeet or exceed individual performance metrics including contact rates, promises to pay, and collector effectivenessCollaborate with team members and leadership to resolve complex account issues and contribute to departmental goalsMaintain a professional and empathetic demeanor in all borrower interactions, reflecting Concord's commitment to respectful service