Customer Service Representative

About this role

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
Requirements
Qualifications:
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

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