Client Operations Support Supervisor

Concord Servicing; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A financial services company in Mexico is seeking a Client Operations Support Supervisor to lead and develop a support team while ensuring compliance and high satisfaction levels in client operations. This role includes managing inquiries, payment processing, and conducting operational audits. The ideal candidate will have 3+ years in client services and strong leadership skills. Competitive compensation with various perks is offered.

Servicios

Internet Bonus

Grocery Tickets

Medical Insurance

Life Insurance

Dental Insurance

Formación

• 3+ years of experience in client operations, support, or service delivery roles.
• 1–2 years of experience managing or supervising teams in a client-facing or operational environment.
• Advanced English (verbal and written) required; fluency in Spanish is strongly preferred.

Responsabilidades

• Manage and resolve corporate client inquiries in a timely and professional manner.
• Supervise, mentor, and develop a team of support agents.
• Oversee all client-related payment processing.
• Conduct regular audits of client files and operational processes.
• Analyze client support trends and transaction volumes.

Conocimientos

Strong leadership and team development capabilities

Excellent interpersonal skills

Analytical skills

Problem-solving skills

Attention to detail

Strategic thinking

Educación

Associate or Bachelor's degree in Business Administration, Finance, Accounting, or related field

Herramientas

CRM platforms (e.g., HubSpot, Salesforce)

Microsoft Office Suite, especially Excel

Data validation tools and ticketing systems (e.g., Zendesk, Jira)

Descripción del empleo

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.

As a Credit Reporting Associate (Operational Compliance) at Concord Servicing, you will investigate and resolve credit report disputes submitted by consumers, ensure compliance with the Fair Credit Reporting Act (FCRA) by thoroughly reviewing credit information, verifying accuracy, and addressing any discrepancies or potential errors related to a person's credit history. The Credit Reporting Associate will communicate directly with consumers to understand their concerns and may handle cases involving alleged identity theft or fraud.

The Client Operations Support Supervisor plays a key role in managing the daily activities related to corporate client support and operational service delivery. This individual is responsible for leading a team of support agents, ensuring exceptional service standards, overseeing accurate payment processing, validating sensitive data, and maintaining compliance with internal controls and client requirements.

In addition to managing client requests and reporting, the Supervisor is also expected to drive operational improvements, enhance the customer experience, ensure documentation integrity, and serve as a liaison between internal departments and external stakeholders. This position requires a proactive leader with strong organizational and analytical skills, a collaborative mindset, and a hands-on approach to execution.

Client Support & Relationship Management

• Manage and resolve corporate client inquiries in a timely and professional manner, ensuring a high level of satisfaction.
• Serve as an escalation point for complex or sensitive client issues and coordinate resolution efforts across teams.
• Proactively monitor client activity and engagement to anticipate potential issues and address them before escalation.

Team Leadership & Development

• Supervise, mentor, and develop a team of support agents, ensuring consistent performance and professional growth.
• Set performance goals, conduct regular evaluations, and provide ongoing coaching and feedback.
• Manage daily workload distribution and scheduling to ensure adequate coverage and timely response to client needs.

Payment & Transaction Oversight

• Oversee all client-related payment processing, returns, adjustments, and chargebacks.
• Ensure accuracy and timeliness of financial transactions, escalating discrepancies as needed.
• Collaborate with finance teams to reconcile data and resolve transactional inconsistencies.

Operational Audits & Data Integrity

• Conduct regular audits of client files and operational processes to ensure accuracy, completeness, and compliance.
• Validate client-submitted data for completeness and correctness before entry into internal systems.
• Maintain confidentiality and secure handling of client and consumer information.

Reporting & Metrics Management

• Analyze client support trends, transaction volumes, and performance metrics to generate actionable insights.
• Prepare executive-level reports and dashboards for internal leadership and client presentations.
• Support the development and maintenance of key performance indicators (KPIs) for the team.

Process Optimization & Quality Assurance

• Identify opportunities to enhance operational efficiency, reduce errors, and streamline workflows.
• Partner with cross-functional teams (Finance, Compliance, Product, Engineering) to implement best practices.
• Develop and maintain standard operating procedures (SOPs) and training materials.

Client Onboarding & Transitions

• Support onboarding of new clients and ensure a smooth transition of services.
• Assist with internal coordination of client setup, including user access, documentation, and training.
• Ensure clients understand available services, support procedures, and points of contact.

Compliance & Documentation Management

• Ensure team adherence to internal policies, client contractual obligations, and regulatory requirements.
• Maintain accurate and secure documentation, adhering to privacy and data protection standards.
• Monitor and enforce service level agreements (SLAs) and key compliance requirements.

Communication & Collaboration

• Serve as a communication bridge between clients and internal stakeholders to drive resolution and improvement.
• Maintain consistent bilingual communication (English and Spanish) with clients and team members.
• Facilitate regular internal status meetings and contribute to cross-departmental initiatives.

Qualifications:

• Education: Associate or Bachelor's degree in Business Administration, Finance, Accounting, or related field; equivalent work experience will be considered.
• Experience:
• 3+ years of experience in client operations, support, or service delivery roles.
• 1–2 years of experience managing or supervising teams in a client-facing or operational environment.
• Language: Advanced English (verbal and written) required; fluency in Spanish is strongly preferred.
• Technical Proficiency:
• CRM platforms (e.g., HubSpot, Salesforce)
• Microsoft Office Suite, especially Excel (pivot tables, lookups, reporting)
• Data validation tools and ticketing systems (e.g., Zendesk, Jira)
• Skills:
• Strong leadership and team development capabilities
• Excellent interpersonal, analytical, and problem-solving skills
• High attention to detail with a results-oriented mindset
• Ability to manage multiple priorities in a fast-paced environment
• Strategic thinking with a continuous improvement approach

Additional Requirements:

• Availability to align with U.S. holiday schedules (working on Mexican holidays and observing U.S. holidays).
• Occasional availability for after-hours or weekend escalations, if needed.

If you are a driven and detail-oriented leader with a passion for client service excellence, operational rigor, and team development, we invite you to apply for the Client Operations Support Supervisor role and join our growing team.

Salary $29,800mx

Internet Bonus $1,000mx

Grocery Tickets $2,000mx

Medical Insurance

Life Insurance

Dental Insurance