Customer Service Manager MX

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.

As a Credit Reporting Associate (Operational Compliance) at Concord Servicing, you will investigate and resolve credit report disputes submitted by consumers, ensure compliance with the Fair Credit Reporting Act (FCRA) by thoroughly reviewing credit information, verifying accuracy, and addressing any discrepancies or potential errors related to a person's credit history. The Credit Reporting Associate will communicate directly with consumers to understand their concerns and may handle cases involving alleged identity theft or fraud.

As a Customer Service Manager for our Mexico (MX) operations, you will be responsible for overseeing the execution of customer service strategies and ensuring high levels of customer satisfaction within our service framework. Your role will encompass managing a diverse team, streamlining processes, and fostering an environment that promotes excellence in customer engagement.

Key Responsibilities:

• Develop and implement effective customer service policies and procedures to enhance customer satisfaction.
• Lead, mentor, and coach customer service representatives to achieve high performance and meet service goals.
• Monitor and evaluate team performance against targets and provide feedback aimed at continuous improvement.
• Handle escalated customer inquiries and complaints professionally to ensure resolution.
• Collaborate with other departments to enhance service delivery and customer experience.
• Prepare and present reports on customer service metrics, trends, and improvement plans to senior management.
• Identify training needs and facilitate training programs for the customer service team.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Requirements

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in a customer service management role, preferably within the financial or servicing industry.
• Proven leadership capabilities and experience managing diverse teams.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills in both English and Spanish.
• Proficiency in MS Office Suite and customer service software.
• Ability to work under pressure, manage multiple tasks, and prioritize effectively.
• Willingness to travel as necessary for training, meetings, or operational needs.

Benefits

Salary 40,000 mx

Internet Bonus 1,000 mx

Bonus 20,000 mx

Vouchery Bonus 2,000mx

Medical Insurance

Life Insurance

Dental Insuranc