Commercial Customer Service Representative

About the role

Concord is seeking a Commercial Customer Service Representative to deliver world‑class support to its loan‑servicing customers and clients. The role involves handling inbound and outbound communications, processing payments, and providing accurate documentation while meeting performance metrics.

Key responsibilities

• Respond to customer and client inquiries via phone, email, and other channels promptly and professionally.
• Maintain high satisfaction scores by adhering to Service Level Agreements and quality standards.
• Process customer payments, set up or adjust payment plans, and generate refunds or balance transfers for manager approval.
• Collaborate with accounting and booking teams to resolve account discrepancies.
• Provide customers with account statements, invoices, amortization schedules, and other requested documentation.
• Update account information and process modifications accurately.
• Support teammates to achieve group goals and share best practices.

Required profile

• Strong commitment to delivering exceptional customer service.
• Ability to thrive in a fast‑paced, competitive environment.
• Excellent communication skills and attention to detail.
• Team‑oriented mindset with a focus on collaborative outcomes.

Required skills