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.  Handles Manager’s Calls as needed. Day to day account manager for strategic Concord clients including client’s lenders, distributors, dealers and others on ESP servicing platform.

As Account Manager you will be responsible of:

• Act as a liaison between strategic clients, lenders, distributors, dealers and other and Concord’s internal client operations teams
• Responsible for transitioning new clients from the onboarding phase to Account Management
• Responsible for escalating to proper Concord functional group with sufficient documentation and reason
• Responsible for training existing clients specifically to move client to self-servicing tools
• Responsible for managing and executing the Annual Billing process for each assigned HOA related client
• Manage multiple clients and assigned projects start to finish
• Establish a communication cadence with top revenue clients on a biweekly, monthly frequency and work with VP Client Success and Account Executive on 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
• 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.

• Servicing of Mexican Mortgage loans Denominated in VSM and in Pesos experience required. Interact with clients daily through email and phone, and by periodic touchpoint calls.
• Handle public relations
• Payment processing, cash entry, balancing, and reconciliation experience a plus.
• Prepare monthly KPI reporting for the Executive Team to present department performance, efficiency, and productivity.
• Able to react to change productively and handle other tasks as assigned.
• Use good judgement and discretion on matters of relevance.
• An Administration, Accounting or Finance degree, or equivalent combination of education and experience.
• Ensures consistency in processing of loan payments through communication and follow up to ensure operations staff is fully informed of all new information related to policies, procedures, customer needs and company related changes.
• 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.
• Must be willing and able to work in excess of 40 hours per week when business conditions or special projects such as conversions, maintenance season, month-end preparation, internal audits and client visits make such scheduling necessary.
• Must be willing and able to travel as required by clients/projects.

Salary 47,800MX

Vouchers Tickets 2,000MX

Internet Bonus 1,000MX

Medical Insurance

Life Insurance

Dental Insurance

Legal Benefits