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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.

Responsibilities:

+ The Account Manager will act as a liaison between strategic clients, lenders, distributors, dealers, and Concord’s internal client operations teams

+ Responsible for transitioning new clients from the onboarding phase to Account Management

+ Responsible for escalating to the proper Concord functional group with sufficient documentation and reason

+ Responsible for training existing clients, specifically to move clients to self-service tools

+ Responsible for managing and executing the Annual Billing process for each assigned HOA-related client

+ Manage multiple clients and assigned projects from start to finish

+ Prepare monthly KPI reporting for the Executive Team to present department performance, efficiency, and productivity

+ Establish a communication cadence with top revenue clients on a bi-weekly and monthly frequency, and work with VP Client Success and Account Executive on the delivery of data

+ Ability to meet deadlines set by a client, AE, or C-level executive team

+ 24-hour SLA expectations on client response times

+ Facilitate issue tracking and keep updated logs to present to AE/C-Suite as needed

+ Ensures consistency in processing of loan payments through communication and follow-up to ensure operations staff is fully informed of all new policies, procedures, customer needs, and company-related changes

+ Manage day-to-day Software Development client ticket requests, escalations, and enhancements by working with the Business Analysts/Product teams directly to create a Statement of Work/User Stories to process and easily identify the issue and/or request

Requirements

+ Payment processing, cash entry, balancing, and reconciliation experience is a plus

+ Able to react to change productively and handle other tasks as assigned

+ Use good judgment and discretion on matters of relevance

+ Responsible for ongoing staff training, based on contractual changes and the acquisition of new contracts

+ Supervisory and/or Portfolio Manager experience a plus

+ A thorough working knowledge of company/department policies and procedures, CSS, TCL, and Microsoft Office products

+ Leadership experience and the ability to provide support and direction to develop and motivate a team

+ Ability to read, write and speak English fluently, Bilingual (English/Spanish) a plus

+ Ability to effectively present information, both written and oral, and respond to questions from team and group managers

+ Must be accurate, detail-oriented, possess excellent organizational skills and demonstrate the ability to manage multiple tasks

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

+ Wellness Resources