Support Analyst

Responsibilities

• Generate, validate, and distribute daily, weekly, and monthly operational reports regarding Contact Center performance and incentive compensation.
• Compile and monitor key performance indicators (KPIs) including collection performance, recovery rates, and productivity metrics.
• Identify trends, anomalies, and risks in data to provide actionable recommendations to management.
• Collaborate with leadership to define and maintain incentive compensation methodologies and performance thresholds.
• Prepare bonus eligibility reports and respond to inquiries regarding calculations and data discrepancies.
• Develop and improve reporting tools, dashboards, and automated processes to streamline data collection.
• Assist with internal audits related to collections statistics and compensation data.

Requirements

• Strong analytical skills with the ability to interpret large data sets and translate them into meaningful reports.
• Advanced proficiency in Microsoft Excel, including pivot tables, VLOOKUP, formulas, and charts.
• Knowledge of collections metrics, loan calculations, and contact center performance indicators.
• High level of accuracy and attention to detail with excellent organizational skills.
• Ability to manage multiple tasks and meet tight deadlines in a fast-paced environment.
• Fluency in English; bilingual (English/Spanish) is a plus.

Preferred Qualifications

• Degree in Accounting, Finance, Statistics, Business Administration, or a related field.
• Experience with Power BI or similar reporting and visualization tools.
• Familiarity with leveraging AI tools to improve administrative efficiency.

Benefits

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