Collections Representative

About the Role:

Concord 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 Chandler, 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 commitments
• Negotiate repayment plans, deferrals, and other arrangements in accordance with company policy and regulatory guidelines
• Accurately document all account activity, payment arrangements, and borrower interactions in the loan servicing system
• Adhere to all applicable federal and state regulations, including FDCPA, FCRA, and CFPB guidelines
• Identify and escalate accounts requiring special handling, hardship assistance, or supervisor review
• Meet or exceed individual performance metrics including contact rates, promises to pay, and collector effectiveness
• Collaborate with team members and leadership to resolve complex account issues and contribute to departmental goals
• Maintain a professional and empathetic demeanor in all borrower interactions, reflecting Concord's commitment to respectful service

Requirements

• 2-3 years of experience in collections, loan servicing, or a related contact center environment.
• Working knowledge of FDCPA, FCRA, and other applicable consumer lending regulations.
• Strong negotiation and communication skills with a demonstrated ability to resolve delinquencies effectively and empathetically.
• Proficiency with loan servicing platforms or CRM systems; ability to learn proprietary software quickly.
• Excellent attention to detail and ability to manage a high volume of accounts with accuracy and urgency.
• High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred.
• Must be able to work onsite at the Chandler, AZ Contact Center; this position is not eligible for remote work.

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
• Training & Development
• Free Food & Snacks
• Wellness Resources