Collections Representative

Concord Servicing, LLC; Scottsdale (AZ); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health Care Plan (Medical)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&

Paid Time Off (Vacation, Sick & Public

Family Leave (Maternity, Paternity)

Short Term & Long Term Disability

Training & Development

Free Food & Snacks

Wellness Resources

Job summary

Concord Servicing, LLC in Chandler, AZ is seeking a Collections Representative to contact borrowers with past-due accounts, negotiate repayment plans, and resolve delinquencies in a compliant, borrower-friendly manner. This onsite role requires 2-3 years in collections or loan servicing and thrives in a high-volume environment.

You will document activities in the loan servicing system, adhere to FDCPA, FCRA and CFPB guidelines, and work with the team to meet performance metrics while maintaining

Qualifications

• 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.

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.

Skills

Collections/Loan Servicing experience

Negotiation skills

Communication skills

Regulatory knowledge (FDCPA, FCRA, CFP

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

Loan servicing platforms/CRM systems

Ability to learn proprietary software

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