Concord is a full-scope loan servicer delivering compliant, adaptable, 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 Functions for a Resolutions Analyst are the following:

Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
Notate in detail each account when receiving important information from customers
Notate accounts to follow up on the responses from Operations or other departments
Follow up on each CRF until completion/resolved status. Escalate when necessary
Submit and answer foreign customers emails
Inform and submit emails that constitute: Cease and Desist notifications,



Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling
Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox
Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status)
Able to react to change productively and handle other tasks as assigned
Assist in training and orientation to all new team members
Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members
Provide monthly review meetings each month with each team to summarize their previous month
Provide performance constructive feedback together with the Supervisor whenever needed
Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management
Requests call auditing and account analysis as necessary from Q

📌 Resolutions Analyst (Ciudad de México)
🏢 Concord
📍 Ciudad de México