Client Support Specialist

Support Specialist (Client Operations)

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.

The Support Specialist (Client Operations) is responsible for managing corporate client requests and ensuring high-quality, timely service with a focus on customer satisfaction. Key responsibilities include processing payments, generating reports, validating sales data, and maintaining accurate documentation. The specialist will also conduct regular audits to ensure the accuracy of client consumer information.

Key Responsibilities:

• Promptly address corporate client requests, prioritizing customer satisfaction
• Process client payments, returns, and chargebacks within the system, ensuring accurate fund allocation
• Analyze transactions, new sales, and support cases for KPI's and client executive reporting.
• Validate data files to detect and correct potential errors
• Upload sales data to the system, ensuring compliance with client specifications and expectations
• Maintain organized, secure documentation in line with company privacy and security protocols
• Conduct regular audits to ensure consumer information accuracy for corporate clients
• Collaborate with cross-functional teams to resolve operational issues and optimize processes
• Propose process improvements related to client management and payments to enhance efficiency and customer experience
• Effectively communicate with corporate clients to ensure clarity and effective service