Description
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
