Contac Center Support Supervisor

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.

As Contact Center Support Supervisor oversees the Contact Center support department, responsible for contact center support functions and all related personnel. Responsible for supervising the overall operations for ESP and CSS clients involving new and existing client relationships; This includes QA and compliance functions , resolutions inboxes, attorney representation confirmations, and special client escalations. The role ensures SLA adherence, accurate reporting, and provides leadership through training, mentoring, and audits. The supervisor also handles cease and desist requests, month-end reporting, account balancing, and develops and maintains work instructions.

Essential Duties and Responsibilities : The below-listed functions are not all-inclusive, but provide an accurate description of this position. The ideal candidate must have the ability to perform these functions with adequate training, and understand how they fit into the larger organizational goals.

Operations

40%

• Monitor inboxes and consumer / contact center requests to ensure SLA compliance
• Audit solutions provided by agents for accuracy and quality
• Oversee and audit attorney representation confirmations
• Handle cease and desist requests
• Develop, maintain, and audit work instructions and procedures
• Create and maintain checklists for daily, weekly, and monthly tasks
• Oversee month-end reporting, account balancing, and ensure timely reporting to clients and coworkers
• Organize and facilitate calibrations for QA and compliance
• Support audits and ensure compliance with client and internal standards

Client Relationships

25%

Resources Technology

20%

Personnel

15%

Requirements

Benefits

salary 29,000

grocery tickets 2000

internet bonus 1000

health, dental and life insurance