Resolutions Analyst

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. 

We are seeking a detail-oriented Resolutions Analyst to manage and resolve customer inquiries submitted through our Resolution inbox, ensuring each case is thoroughly documented, followed up on, and brought to completion. The ideal candidate will handle customer correspondence, escalate compliance-sensitive communications, and collaborate cross-functionally with Operations, Compliance, and QA to maintain service quality. This role also carries a leadership component, including training new team members, delivering performance feedback, attending strategic planning meetings, and producing weekly and monthly trend reports to drive continuous improvement.

• Review, distribute, follow up, and reply to all cases received in the Resolution inbox to manage Customer Request Forms 

• Notate each account in detail when receiving important information from customers 

• Notate accounts to follow up on responses from Operations or other departments 

• Follow up on each CRF until completion/resolved status; escalate when necessary 

• Submit and answer foreign customer emails 

• Inform and submit emails that constitute Cease and Desist notifications, Written Disputes, or Qualified Written Requests to the Compliance Officer for proper handling 

• Provide feedback to Supervisors and Trainers based on trends shown in the resolutions inbox 

• Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed, and escalated) 

• Able to react to change productively and handle other tasks as assigned 

• Assist in training and orientation of all new team members 

• Communicate all relevant changes and updates to Supervisors, Team Leaders, and Management 

• Provide monthly review meetings with each team to summarize their previous month’s performance 

• Provide constructive performance feedback together with the Supervisor whenever needed 

• Attend strategic planning meetings regarding Resolutions and send a recap to Collections team Management 

• Request call auditing and account analysis from QA or Compliance specialists to make adjustments, recommendations, or take necessary actions to improve the quality of service and results 

• Make the necessary recommendations to enforce, review, and evaluate current policies and procedures 

• Produce weekly and monthly reports showing trending topics and completion status 

• Follow the escalation policy defined by the Collections Manager and Resolutions Analyst to maintain a world-class service standard 

• Make recommendations to the Training and Supervision Staff based on trends shown in weekly and monthly reports 

• High school diploma or GED required; associate’s or bachelor’s degree in Business Administration, Communications, or a related field preferred 

• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks 

• 1–2 years of experience in customer service, collections, or loan servicing 

• Prior experience handling written customer complaints, disputes, or escalations preferred 

• Familiarity with compliance requirements such as Cease and Desist, FDCPA, RESPA, or Qualified Written Requests is a plus 

• Strong written and verbal communication skills 

• Excellent attention to detail and ability to document accounts accurately 

• Proficient in Microsoft Office Suite, particularly Outlook and Excel 

• Ability to navigate loan servicing or CRM platforms

• Strong organizational skills with the ability to manage high volumes of cases simultaneously 

• Ability to identify trends and escalate issues appropriately 

• Professional and composed when handling sensitive or escalated customer situations 

• Self-motivated with the ability to work independently and meet deadlines 

• Collaborative team player who communicates proactively with supervisors and cross-functional teams 

• Adaptable and able to handle shifting priorities in a fast-paced environment