Resolutions Analyst

2 days ago Be among the first 25 applicants

This range is provided by Concord Servicing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

MX$240,000.00 / yr - MX$264,000.00 / yr

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. Handles Manager\'s Calls as needed.

The Functions for a Resolutions Analyst are the following :

• Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
• Notate in detail each account when receiving important information from customers
• Notate accounts to follow up on the responses from Operations or other departments
• Follow up on each CRF until completion / resolved status. Escalate when necessary
• Submit and answer foreign customers emails
• Inform and submit emails that constitute : Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling
• Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox
• Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status)
• Able to react to change productively and handle other tasks as assigned
• Assist in training and orientation to all new team members
• Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members
• Provide monthly review meetings each month with each team to summarize their previous month
• Provide performance constructive feedback together with the Supervisor whenever needed
• Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management
• Requests call auditing and account analysis as necessary from QA or Compliance specialist to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results
• Make the necessary recommendations to enforce, review and evaluate current policies and procedures

In addition to the previous, the Resolutions analyst will perform :

Requirements

Benefits

Seniority level

Employment type

Job function

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