Support Analyst - Contact Center

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.

The Contact Center Support Analyst serves as a key resource for the generation, analysis, validation, and distribution of contact center performance reports, portfolio performance summaries, incentive tracking, and other operational reporting used to support business decisions and compensation programs.

This position works closely with Operations Management, Contact Center Leadership, and supporting departments to ensure the accuracy, timeliness, and integrity of all metrics that impact agent, team, and departmental performance.

Responsibilities:

Statistical Reporting & Analysis

• Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs

• Compile, analyze, and monitor key performance indicators (KPIs) including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, and quality measures

• Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams and clients

• Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement

Bonus Program Support

• Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requirements

• Prepare bonus eligibility reports by agent, team, and department based on established performance metrics

• Respond to inquiries from agents and supervisors regarding bonus calculations and data discrepancies

• Maintain historical records of all bonus-related reports for audit and compliance purposes

Technology & Tools

• Develop and improve reporting tools, dashboards, and automated processes to streamline data collection and report generation

• Utilize reporting platforms (e.g., Phoenix Reporting, Excel, Power BI, or similar tools) to produce clear and actionable performance reports

• Evaluate current reporting procedures and recommend improvements to increase efficiency and accuracy

Collaboration & Support

• Work closely with the Contact Center Operations Manager on ongoing department projects related to performance tracking and incentive programs

• Assist with internal audits related to collections statistics and compensation data

• Provide analytical support for special projects, including system conversions, mailings, and month-end reporting cycles

Requirements

• Degree in Accounting, Finance, Statistics, Business Administration, or equivalent combination of education and relevant experience (preferred, not required)
• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
• Strong analytical skills with the ability to interpret large data sets and translate them into meaningful reports
• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, formulas, charts); experience with Power BI or similar reporting tools is a plus
• Knowledge of collections metrics, loan calculations, and contact center performance indicators
• Must be accurate, detail-oriented, and possess excellent organizational skills
• Ability to manage multiple tasks and meet tight deadlines in a fast-paced environment
• Ability to read, write, and speak English fluently; bilingual (English/Spanish) is a plus
• Ability to react to change productively and handle additional tasks as assigned

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources