Customer Service Representative

About the Role:

Concord is a leading Loan Servicing Fintech company dedicated to delivering exceptional financial solutions. We are seeking an on-site Customer Service Representative to join our Contact Center team at our Scottsdale, AZ facility. As a Customer Service Representative, you will serve as a primary point of contact for customers, providing outstanding service while adhering to rigorous security and compliance standards. You will play a critical role in maintaining customer satisfaction, resolving account inquiries, and supporting loan servicing operations in a fast-paced, high-security environment. Duties and Responsibilities:

• Serve as the primary point of contact for solar loan customers via inbound and outbound phone, email, and chat channels
• Handle inquiries related to loan account status, payment processing, billing disputes, and general account maintenance
• Accurately document all customer interactions, resolutions, and follow-up actions in the loan servicing platform
• Authenticate customer identity and maintain strict adherence to security protocols and data privacy requirements set by the solar loan originator
• Escalate complex or sensitive issues to the appropriate team or supervisor in a timely and professional manner
• Process payment arrangements, account updates, and service requests in accordance with established procedures and compliance guidelines
• Meet or exceed individual and team KPIs including call handle time, first-call resolution, quality scores, and customer satisfaction
• Participate in ongoing training to stay current on product updates, policy changes, and security requirements
• Collaborate with cross-functional teams including Collections, Operations, and Compliance to resolve customer issues
• Maintain confidentiality of all customer and company information in accordance with applicable regulations

• 2?3 years of customer service experience, preferably in a contact center, financial services, or Fintech environment
• Strong verbal and written communication skills with the ability to clearly explain complex financial information
• Demonstrated ability to handle high call volumes while maintaining accuracy and professionalism
• Proficiency with CRM platforms, loan origination/servicing systems, and Microsoft Office Suite
• High attention to detail and commitment to data security and compliance
• Ability to work onsite at our Scottsdale, AZ Contact Center ? this is a fully onsite position

• Experience in loan servicing, solar financing, or consumer lending
• Familiarity with regulatory frameworks
• Bilingual (English/Spanish) a plus

• 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