Account Manager

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused, innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price.

Responsibilities:       

• The Account Manager will act as a liaison between strategic clients, lenders, distributors, dealers, and Concord’s internal client operations teams
• Responsible for transitioning new clients from the onboarding phase to Account Management
• Responsible for escalating to the proper Concord functional group with sufficient documentation and reason
• Responsible for training existing clients, specifically to move clients to self-service tools
• Responsible for managing and executing the Annual Billing process for each assigned HOA-related client
• Manage multiple clients and assigned projects from start to finish
• Prepare monthly KPI reporting for the Executive Team to present department performance, efficiency, and productivity
• Establish a communication cadence with top revenue clients on a bi-weekly and monthly frequency, and work with VP Client Success and Account Executive on the delivery of data
• Ability to meet deadlines set by a client, AE, or C-level executive team
• 24-hour SLA expectations on client response times
• Facilitate issue tracking and keep updated logs to present to AE/C-Suite as needed
• Ensures consistency in processing of loan payments through communication and follow-up to ensure operations staff is fully informed of all new policies, procedures, customer needs, and company-related changes
• Manage day-to-day Software Development client ticket requests, escalations, and enhancements by working with the Business Analysts/Product teams directly to create a Statement of Work/User Stories to process and easily identify the issue and/or request

• Payment processing, cash entry, balancing, and reconciliation experience is a plus
• Able to react to change productively and handle other tasks as assigned
• Use good judgment and discretion on matters of relevance
• Responsible for ongoing staff training, based on contractual changes and the acquisition of new contracts
• Supervisory and/or Portfolio Manager experience a plus
• A thorough working knowledge of company/department policies and procedures, CSS, TCL, and Microsoft Office products
• Leadership experience and the ability to provide support and direction to develop and motivate a team
• Ability to read, write and speak English fluently, Bilingual (English/Spanish) a plus
• Ability to effectively present information, both written and oral, and respond to questions from team and group managers
• Must be accurate, detail-oriented, possess excellent organizational skills and demonstrate the ability to manage multiple tasks

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources