Resolutions Analyst

Responsibilities

• Manage and resolve customer inquiries through the Resolution inbox, ensuring thorough documentation and follow-up
• Notate accounts in detail and track Customer Request Forms (CRFs) until resolution
• Identify and escalate compliance-sensitive communications, such as Cease and Desist notifications or Qualified Written Requests, to the Compliance Officer
• Prepare weekly and monthly tracking reports to analyze case trends and completion status
• Assist in training and orientation for new team members and provide constructive performance feedback
• Collaborate cross-functionally with Operations, Compliance, and QA to improve service quality
• Attend strategic planning meetings and make recommendations to improve current policies and procedures

Requirements

• High school diploma or GED required
• 1–2 years of experience in customer service, collections, or loan servicing
• Proficient in Microsoft Office Suite, particularly Outlook and Excel
• Familiarity with AI tools and a willingness to leverage them for efficiency
• Strong written and verbal communication skills with excellent attention to detail
• Ability to manage high volumes of cases and navigate CRM or loan servicing platforms

Preferred Qualifications

• Associate’s or bachelor’s degree in Business Administration, Communications, or a related field
• Experience handling written customer complaints, disputes, or escalations
• Familiarity with compliance requirements such as FDCPA, RESPA, or Qualified Written Requests

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources

About the Company

Concord Servicing is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions across multiple asset classes.