Collections Representative

Concord Servicing•Scottsdale, AZ

3d•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, borrower-friendly manner. The role is onsite at Concord’s Arizona Contact Center; the posting refers to both Scottsdale and Chandler, AZ, and states that remote work is not available. The ideal candidate has 2–3 years of collections or contact center experience and is comfortable 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 accurately and urgently.
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 through inbound and outbound calls about 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 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.