Onsite Collections Specialist — Empathetic Negotiator

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 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