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.
As Collections Manager you will have the below responsibilities :

o Reviews consoles workloads, prioritize work and review the follow-up dates for all collections consoles.
o Participates and provides suggestions regarding our Strategic Planning in the Contact Center
o Reviews weekly and monthly QA and Compliance scores for each team and to ensure team members are performing assigned duties correctly and efficiently.
o Leads each team’s monthly meetings.




o Prepares and schedule all team’s monthly training sessions together with the Supervisors and Corporate trainer.
o Collaborates with Supervisors to administer employee performance reviews, write ups. Coaching sessions, etc.
o Reviews month end reports from Master clients to define the correct strategy to reach goals.
o Prepares monthly meetings with each CC team to evaluate results from previous month, goals, QA and Compliance results, define working strategy, etc.
o Schedules and complete annual performance appraisals with Supervisors.
o Authorizes sure-pays and customer service awards.
o Reviews monthly contests for each h CC team.
o Provides a summary on the call recordings requests from any client.
o Reviews/Supports each Supervisor duties completion.
o Assist sin training and orientation to all new team members.
o Reviews and participates to update client’s parameters.
o Provides performance warnings (write-ups) and offers constructive feedback together with Supervisors.
o Enfor

📌 Collections Manager (Ciudad de México)
🏢 Concord Servicing
📍 Ciudad de México