Account Manager

Concord Servicing•Scottsdale, AZ

20h

About The Position

Concord sits at the center of the credit market ecosystem. We provide loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers. Our clients include originators across fintech, solar, home improvement, equipment finance, and other specialty asset classes. When a lender needs a trusted partner to service their portfolio or a trustee needs real-time reporting, they call Concord. Concord is looking for an experienced Account Manager to own the day-to-day client relationship for our Auto Finance program — serving as the key operational partner to lenders, originators, and funding sources whose portfolios run on the Nortridge Loan System (NLS). Beyond traditional account management, this role demands power-user command of NLS: conducting account research, resolving data issues, managing exceptions, and troubleshooting complex problems directly alongside clients and internal teams.

Requirements

Demonstrated hands-on NLS (or equivalent) experience at the loan and portfolio level — navigation, transaction processing, report writing, and exception resolution
3+ years in auto finance, consumer/indirect lending, or loan servicing operations
Working knowledge of auto loan lifecycle mechanics: origination boarding, servicing, payment application, payoffs, titles/liens, charge-off, and repossession workflows
Proven client-facing experience in a B2B context — comfortable presenting to client operations leaders and executive stakeholders
Strong written and verbal communication, with the ability to translate technical NLS detail into business language
Working knowledge of applicable regulations governing auto loan servicing (UDAAP, FCRA, Reg Z, state-specific requirements)

Nice To Haves

Experience supporting indirect auto lending programs and dealer/originator relationships
Experience with NLS integrations (ACH/payment processors, credit bureau reporting, GL/accounting systems, dialer/contact-center platforms)
Prior account management or client success experience at a loan servicer, BPO, or fintech

Responsibilities

Serve as the day-to-day Account Manager for strategic Concord Auto Finance clients, including originators, funding sources, dealer relationships, and other counterparties
Act as the primary liaison between Auto Finance clients and Concord's internal operations, servicing, collections, and product teams
Transition new clients from onboarding into ongoing account management, establishing communication cadences and long-term service standards
Manage and execute recurring billing, fee, and invoicing cycles while maintaining a <24-hour SLA on client response times
Escalate issues to the appropriate Concord functional group with thorough documentation, and maintain updated logs for AE and C-Suite reporting
Train clients on self-service tools and NLS-based capabilities to promote operational independence
Manage day-to-day software development requests and enhancements by partnering with Business Analysts and Product teams to produce Statements of Work and User Stories
Serve as the program's NLS power user — researching, diagnosing, and resolving account-, loan-, and portfolio-level issues directly in the system
Execute loan-level corrections, investigate data integrity issues, and resolve discrepancies between the client's system of record, NLS, and downstream feeds
Write and run NLS reports and ad-hoc data pulls to support client inquiries, audits, and portfolio reviews
Monitor NLS batch processes, file imports/exports, and ACH cycles; identify exceptions and route or resolve as appropriate
Translate client requirements into NLS work requests for Product and IT, and document standard operating procedures for each assigned client