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