Collections Representative

Concord Servicing•Scottsdale, AZ

2d•Onsite

About The Position

Concord is a loan servicing fintech company committed to helping borrowers navigate their financial obligations with clarity and respect. The Collections Representative contacts borrowers about past-due loan accounts, negotiates repayment arrangements, and resolves delinquencies in a compliant and borrower-friendly manner. This is an onsite position at Concord’s contact center in Arizona. The ideal candidate has 2–3 years of collections or contact center experience and is comfortable working in a high-volume, fast-paced environment.

Requirements

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 the ability to resolve delinquencies effectively and empathetically.
Proficiency with loan servicing platforms or CRM systems, and 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.
Must be able to work onsite at the Arizona contact center; the position is not eligible for remote work.

Nice To Haves

Associate’s or bachelor’s degree in a related field preferred.

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 account activity, payment arrangements, and borrower interactions in the loan servicing system.
Adhere to applicable federal and state regulations, including FDCPA, FCRA, and CFPB guidelines.
Identify and escalate 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 borrower interactions, reflecting Concord’s commitment to respectful service.