Resolutions Analyst

2 days ago Be among the first 25 applicantsThis 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 rangeMX$240,000.00 / yr - MX$264,000.00 / yrConcord 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 customersNotate accounts to follow up on the responses from Operations or other departmentsFollow up on each CRF until completion / resolved status.

Escalate when necessarySubmit and answer foreign customers emailsInform and submit emails that constitute : Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handlingProvide feedback to Supervisors and trainers based on the trends showed on the resolutions inboxPrepare 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 assignedAssist in training and orientation to all new team membersCommunicate all relevant changes, updates to Supervisors, Team Leaders and Management team membersProvide monthly review meetings each month with each team to summarize their previous monthProvide performance constructive feedback together with the Supervisor whenever neededAttends strategic planning meetings regarding Resolutions and sends a recap to Collections team ManagementRequests 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 resultsMake the necessary recommendations to enforce, review and evaluate current policies and proceduresIn addition to the previous, the Resolutions analyst will perform : Weekly and monthly reports showing the trending topics and completion statusFollow the escalation policy defined by the Collections Manager and the Resolutions Analyst to maintain a world class service standardMake recommendations to the Training and Supervision Staff based on the trends showed on the weekly and monthly reportsRequirementsPrior collections experience (3+ years)Knowledge of FDCPA and State rules and regulationsPrior Supervisory / Management experience - preferredBasic knowledge of Timeshare operations - preferredBusiness degree or equivalent - preferredBasic Computer SkillsKnowledge of Microsoft OfficeAbility to read, write and speak English fluently.

Bilingual (English / Spanish) a plusGood communication skills, both written and verbalLeadership experience and the ability to provide support and direction to develop and motivate a teamAbility to communicate and meet company goals and objectivesMust be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessaryBenefitsSalary 19,000Internet Bonus 1,000Voucher Bonus 2,000Medical InsuranceDental InsuranceLife InsuranceSeniority levelEntry levelEmployment typeFull-timeJob functionQuality AssuranceIndustries IT Services and IT ConsultingReferrals increase your chances of interviewing at Concord Servicing by 2xGet notified about new Customer Service Analyst jobs in Mexico City, Mexico.Mexico City Metropolitan Area 3 weeks agoCustomer Service Specialist (Order Management)Representative Customer Service - Premium Merchant Servicing LACCX Customer Service Operations Specialist - (SmartPhone)Customer Service Representative (HomeOffice)Mexico City Metropolitan Area 3 weeks agoMexico City, Mexico MX$127,200.00-MX$156,000.00 1 month agoCustomer Service & Commercial Excellence Manager (Temporal 16 months)Senior Customer Supprt / Operations Analyst-1We're unlocking community knowledge in a new way.

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