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. Handles Manager’s Calls as needed. Day to day account manager for strategic Concord clients including client’s lenders, distributors, dealers and others on ESP servicing platform.
We are looking for a Customer Service Supervisor for our Sunstrong teams. This role will lead and supervise the Contact Center Team in successfully handling communications from consumers and workloads. Manages and directs customer service representatives in accordance with the organization's policies and applicable laws
Essential Duties and Responsibilities:



The below-listed functions are not all inclusive but are an accurate description of this position. The idóneo candidate must have the ability to perform these functions with adequate training, but also understand the functions and how they Contact Center goals and initiatives.
- Supervise customer service staff, conduct training, attendance tracking and performance grading
- Provide coaching and developmental feedback to staff regarding training, attendance, performance & quality
- Monitor hourly phone performance – adjust staffing as necessary.
- Coordinate resources for handling incoming consumer/client communications via email, mail, and fax
- Handle escalated calls, assist representatives on difficult/complex calls.
- Process or coordinate resources to process disputes and bankruptcy notifications.
- Review QA monitoring scorecards – follow with 1-1 coaching.
- Supervise group projects/special requests.
- Hold monthly 1-1 meetings and a

📌 Contac Center Supervisor (Ciudad de México)
🏢 Concord Servicing
📍 Ciudad de México