Collections Representative

Responsibilities

• Contact borrowers via inbound and outbound calls to address past-due loan accounts and secure payment commitments
• Negotiate repayment plans, deferrals, and other arrangements in accordance with company policy and regulatory guidelines
• Accurately document all account activity, payment arrangements, and borrower interactions in the loan servicing system
• Adhere to all applicable federal and state regulations, including FDCPA, FCRA, and CFPB guidelines
• Identify and escalate accounts requiring special handling, hardship assistance, or supervisor review
• Meet or exceed individual performance metrics including contact rates, promises to pay, and collector effectiveness
• Maintain a professional and empathetic demeanor in all borrower interactions

Requirements

• 2–3 years of experience in collections, loan servicing, or a related contact center environment
• Working knowledge of FDCPA, FCRA, and other applicable consumer lending regulations
• Strong negotiation and communication skills with a demonstrated ability to resolve delinquencies effectively and empathetically
• Proficiency with loan servicing platforms or CRM systems
• Excellent attention to detail and ability to manage a high volume of accounts with accuracy and urgency
• High school diploma or equivalent required
• Ability to work onsite at the Chandler, AZ Contact Center

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

About the Company

Concord is a Loan Servicing Fintech company committed to helping borrowers navigate their financial obligations with clarity and respect. Our team plays a critical role in maintaining positive borrower relationships while protecting the financial integrity of our servicing portfolio.