Concord
is a full-scope loan servicer
delivering compliant, versátil, 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: o Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms) o Notate in detail each account when receiving important information from customers. o Notate accounts to follow up on the responses from Operations or other departments. o Follow up on each CRF until completion/resolved status. Escalate when necessary. o Submit and answer foreign customers emails. o Inform and submit emails that constitute: Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling o Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox. o Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status). o Able to react to change productively and handle other tasks as assigned.



o Assist in training and orientation to all new team members. o Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members. o Provide monthly review meetings each month with each team to summarize their previous month. o Provide performance constructive feedback together with the Supervisor whenever needed. o Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management. o Requests call auditing and account analysis as necessary from QA or Compliance specialist to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results. o Make the necessary recommendations to enforce, review and evaluate current policies and procedures.
In addition to the previous, the Resolutions analyst will perform: Weekly and monthly reports showing the trending topics and completion status. Follow the escalation policy defined by the Collections Manager and the Resolutions Analyst to maintain a world class service standard. Make recommendations to the Training and Supervision Staff based on the trends showed on the weekly and monthly reports. o Prior collections experience (3+ years) o Knowledge of FDCPA and State rules and regulations o Prior Supervisory / Management experience - preferred o Basic knowledge of Timeshare operations - preferred o Business degree or equivalent - preferred o Basic Computer Skills o Knowledge of Microsoft Office o Ability to read, write and speak English fluently.

📌 Resolutions analyst (Ciudad de México)
🏢 Concord Servicing
📍 Ciudad de México