Customer Service Manager MX

Credit Reporting Associate (Operational Compliance)

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.

As a Credit Reporting Associate (Operational Compliance) at Concord Servicing, you will investigate and resolve credit report disputes submitted by consumers, ensure compliance with the Fair Credit Reporting Act (FCRA) by thoroughly reviewing credit information, verifying accuracy, and addressing any discrepancies or potential errors related to a person's credit history. The Credit Reporting Associate will communicate directly with consumers to understand their concerns and may handle cases involving alleged identity theft or fraud.

Key Responsibilities:

• Develop and implement effective customer service policies and procedures to enhance customer satisfaction.
• Lead, mentor, and coach customer service representatives to achieve high performance and meet service goals.
• Monitor and evaluate team performance against targets and provide feedback aimed at continuous improvement.
• Handle escalated customer inquiries and complaints professionally to ensure resolution.
• Collaborate with other departments to enhance service delivery and customer experience.
• Prepare and present reports on customer service metrics, trends, and improvement plans to senior management.
• Identify training needs and facilitate training programs for the customer service team.
• Ensure compliance with company policies, procedures, and regulatory requirements.