Collections Representative

Concord Finance; Scottsdale (AZ); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Free Food & Snacks

Wellness Resources

Job summary

Concord Finance, a Loan Servicing Fintech company in Scottsdale, is seeking a Collections Representative for its onsite Contact Center. The role involves contacting borrowers, negotiating repayment arrangements, and resolving delinquencies in a compliant, borrower-friendly manner.

Ideal candidates have 2–3 years in collections or a related contact center, knowledge of FDCPA/FCRA/ CFPB guidelines, and strong negotiation and communication skills.

Qualifications

• 2-3 years of collections or contact center experience.
• Knowledge of FDCPA, FCRA, CFPB guidelines.
• Proficient negotiation and communication skills to resolve delinquencies.
• Experience with loan servicing platforms or CRM systems.
• Attention to detail in high-volume environments.
• High school diploma or equivalent; higher education preferred.
• Onsite at the Chandler, AZ Contact Center; remote work not available.

Responsibilities

• Contact borrowers to address past-due loan accounts and secure payment commitments.
• Negotiate repayment plans and other arrangements per policy and regulatory guidelines.
• Document all activity accurately in the loan servicing system.
• Adhere to federal and state regulations including FDCPA and FCRA.
• Identify accounts needing supervisor review or special handling.
• Meet or exceed individual performance metrics.
• Collaborate with team to resolve complex account issues.
• Maintain professional and empathetic borrower interactions.

Skills

Negotiation

Communication

Empathy

Attention to detail

High-volume environment

Education

High school diploma or equivalent

Associates or Bachelor's preferred

Tools

Loan servicing platforms

CRM systems

Job description

Concord is a Loan Servicing Fintech company committed to helping borrowers navigate their financial obligations with clarity and respect. Our Collections team plays a critical role in maintaining positive borrower relationships while protecting the financial integrity of our servicing portfolio. This is an onsite position based at our Contact Center in Scottsdale, AZ.

The Collections Representative is responsible for contacting borrowers regarding past-due loan accounts, negotiating repayment arrangements, and resolving delinquencies in a compliant and borrower-friendly manner. The ideal candidate brings 2-3 years of collections or contact center experience and is comfortable working in a high-volume, fast-paced environment.

Duties and Responsibilities:

• Contact borrowers via inbound and outbound calls to address past-due loan accounts and secure payment commitments
• Negotiate repayment plans, deferrals, and other arrangements in accordance with company policy and regulatory guidelines
• Accurately document all account activity, payment arrangements, and borrower interactions in the loan servicing system
• Adhere to all applicable federal and state regulations, including FDCPA, FCRA, and CFPB guidelines
• Identify and upscale accounts requiring special handling, hardship assistance, or supervisor review
• Meet or exceed individual performance metrics including contact rates, promises to pay, and collector effectiveness
• Collaborate with team members and leadership to resolve complex account issues and contribute to departmental goals
• Maintain a professional and empathetic demeanor in all borrower interactions, reflecting Concord's commitment to respectful service

• 2-3 years of experience in collections, loan servicing, or a related contact center environment.
• Working knowledge of FDCPA, FCRA, and other applicable consumer lending regulations.
• Strong negotiation and communication skills with a demonstrated ability to resolve delinquencies effectively and empathetically.
• Proficiency with loan servicing platforms or CRM systems; ability to learn proprietary software quickly.
• Excellent attention to detail and ability to manage a high volume of accounts with accuracy and urgency.
• High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred.
• Must be able to work onsite at the Chandler, AZ Contact Center; this position is not eligible for remote work.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks
• Wellness Resources