Concord Servicing

Customer Support

• Interface with customers, clients, and coworkers daily while executing production goals measured by KPIs.
• Handle inbound and outbound calls and ticket responses using company-provided knowledge and peer support.
• Prepare customized reports, documentation, reconciliations, and process confirmations.
• Provide exceptional customer and client service through phone, email, and other communication channels.
• Build and maintain positive customer and client relationships and identify opportunities to improve satisfaction and retention.
• Support teammates and collaborate on departmental goals.
• Process customer payments over the phone accurately and in compliance with company policies.
• Assist with payment plans, payment-related issues, refunds, and balance transfers.
• Collaborate with accounting and booking departments to resolve account discrepancies.
• Provide account statements, invoices, PIF letters, amortization schedules, payment histories, and other requested documentation.
• Process modifications, update account information, and maintain accurate systems of record.
• Maintain casework inventory, resolve cases within 1–2 business days where applicable, and document calls and next steps.
• Collaborate with insurance partners to validate status and maintain compliant accounts.
• Assist customers with customer portal access, navigation, self-service features, and technical issues.
• Ensure interactions and transactions comply with company policies, procedures, and regulatory requirements.
• Maintain accurate records for internal and external audit requests.
• Collaborate with customer service agents and departments including bookings, collections, accounting, and client experience.
• Participate in meetings, training, performance reviews, and town halls.
• Perform additional duties, provide supplemental training or Q&A, and flex between casework and phone work based on business needs.

Commercial Customer Service Representative

Analyst

• Prepare, maintain, and distribute recurring revenue reports and dashboards
• Perform revenue reconciliation and variance analysis, identifying and resolving discrepancies
• Build and maintain Excel-based models, trackers, and pivot reports to support financial reviews
• Support month-end and year-end close activities related to revenue
• Partner with Sales, Operations, and other cross-functional teams to validate revenue data
• Document and adhere to established procedures for data entry, reporting workflows, and audit readiness
• Identify process improvement opportunities and surface findings to leadership

Revenue Analyst

• Perform daily, weekly, and monthly bank reconciliations for commercial accounts, identifying and resolving discrepancies in a timely manner
• Reconcile transactions against bank statements, general ledger entries, and internal systems
• Investigate unmatched or exception items and follow up with internal stakeholders or banking partners to resolve
• Prepare recurring and ad hoc reports for clients, lining out remittance calculations
• Maintain accurate, well-organized reconciliation records to support audit and compliance requirements
• Build and maintain Excel-based reporting tools (pivot tables, VLOOKUP/XLOOKUP, formulas)
• Assist with month-end close activities related to commercial account revenue
• Identify process improvement opportunities to increase reconciliation accuracy and efficiency
• Support internal and external audit requests with reconciliation documentation as needed

Infrastructure Engineer

• Maintain and operate Azure infrastructure according to architectural designs and standards
• Manage Azure virtual machines, storage accounts, App Services, and related compute and platform services
• Assess acquired Azure environments, document current state, and identify gaps against enterprise standards
• Execute remediation and consolidation work under approved change management procedures
• Configure and maintain Azure networking components, including VNets, subnets, NSGs, Azure Firewall, ExpressRoute, VPN Gateways, Private Endpoints, and DNS
• Implement hub-and-spoke and other network topologies across Azure environments
• Troubleshoot complex network connectivity issues across hybrid and multi-environment Azure infrastructure
• Support network integration projects for acquired Azure environments
• Maintain Azure security controls aligned with SOC 2 and PCI-DSS requirements
• Manage Azure Active Directory / Entra ID configurations and RBAC policies; partner with InfoSec on conditional access and identity governance
• Support vulnerability remediation and security posture improvement using Microsoft Defender for Cloud or equivalent
• Ensure infrastructure changes are documented and auditable
• Work from architectural blueprints, runbooks, and procedures
• Document configurations, network diagrams, and operational procedures
• Collaborate with the T2 Systems Administration team on escalated issues and cross-functional projects
• Participate in an on-call rotation for critical Azure infrastructure incidents

Commercial Customer Service Representative

Revenue Analyst

Revenue Analyst

Cloud Infrastructure Engineer