Support Analyst - Contact Center

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 Contact Center Support Analyst serves as a key resource for the generation, analysis, validation, and distribution of contact center performance reports, portfolio performance summaries, incentive tracking, and other operational reporting used to support business decisions and compensation programs.

This position works closely with Operations Management, Contact Center Leadership, and supporting departments to ensure the accuracy, timeliness, and integrity of all metrics that impact agent, team, and departmental performance.

Responsibilities:

Statistical Reporting & Analysis

Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs

Compile, analyze, and monitor key performance indicators (KPIs) including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, and quality measures

Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams and clients

Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement

Bonus Program Support

Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requirements

Prepare bonus eligibility reports by agent, team, and department based on established performance metrics

Respond to inquiries from agents and supervisors regarding bonus calculations and data discrepancies

Maintain historical records of all bonus-related reports for audit and compliance purposes

Technology & Tools

Develop and improve reporting tools, dashboards, and automated processes to streamline data collection and report generation

Utilize reporting platforms (e.g., Phoenix Reporting, Excel, Power BI, or similar tools) to produce clear and actionable performance reports

Evaluate current reporting procedures and recommend improvements to increase efficiency and accuracy

Collaboration & Support

Work closely with the Contact Center Operations Manager on ongoing department projects related to performance tracking and incentive programs

Assist with internal audits related to collections statistics and compensation data

Provide analytical support for special projects, including system conversions, mailings, and month-end reporting cycles