Summary: Concord seeks a Resolutions Analyst to manage customer request forms, analyze trends, and collaborate with teams to enhance service quality in loan servicing. Highlights: 1. Manage and resolve customer request forms (CRF) effectively. 2. Analyze trends and provide feedback for process improvements. 3. Collaborate with teams to improve quality of service and results. **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:** * Weekly and monthly reports showing the trending topics and completion status. * Follow the escalation policy defined by the Collections Manager and the Resolutions Analyst to maintain a world class service standard. * Make recommendations to the Training and Supervision Staff based on the trends showed on the weekly and monthly reports. **Requirements** * Prior collections experience (3\+ years) * Knowledge of FDCPA and State rules and regulations * Prior Supervisory / Management experience \- preferred * Basic knowledge of Timeshare operations \- preferred * Business degree or equivalent \- preferred * Basic Computer Skills * Knowledge of Microsoft Office * Ability to read, write and speak English fluently. Bilingual (English/Spanish) a plus * Good communication skills, both written and verbal * Leadership experience and the ability to provide support and direction to develop and motivate a team * Ability to communicate and meet company goals and objectives * Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary. **Benefits** Salary 20,000 Internet Bonus 400 Voucher Bonus 2,000 Medical Insurance Dental Insurance Life Insurance