Customer Service Representative

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
• 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
• Meet or exceed individual and team KPIs including call handle time, first-call resolution, and quality scores
• Collaborate with cross-functional teams including Collections, Operations, and Compliance to resolve customer issues

Requirements

• 2–3 years of customer service experience
• Strong verbal and written communication skills with the ability to explain complex financial information
• Demonstrated ability to handle high call volumes while maintaining accuracy and professionalism
• Proficiency with CRM platforms 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

Preferred Qualifications

• Experience in a contact center, financial services, or Fintech environment
• Experience in loan servicing, solar financing, or consumer lending
• Familiarity with regulatory frameworks
• Bilingual (English/Spanish) skills

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 leading Loan Servicing Fintech company dedicated to delivering exceptional financial solutions.