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