Commercial Operations Support Supervisor

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.

As Commercial Operations Support Supervisor oversees daily client support and operational service delivery for corporate clients. This role leads a team of support agents to ensure service excellence, accurate payment processing, and data integrity while maintaining compliance with internal controls and client requirements. The ideal candidate is a proactive,detail-oriented leader who can drive process improvements, enhance the client experience, and effectively collaborate across departments.

Client Support & Relationship Management

• Manage and resolve corporate client inquiries promptly and professionally.
• Act as an escalation point for complex issues, coordinating resolutions across departments.
• Monitor client activity to identify and address potential issues proactively.

Team Leadership

• Supervise and develop a team of support agents through coaching, feedback, and performance reviews.
• Manage workload distribution and scheduling to ensure adequate coverage and timely responses.

Payment & Transaction Oversight

• Oversee payment processing, returns, adjustments, and chargebacks for client accounts.
• Ensure accuracy, timeliness, and proper reconciliation of financial transactions.
• Partner with Finance to resolve discrepancies and maintain clean data.

Operational Audits & Data Integrity

• Conduct regular audits of client files and processes to ensure accuracy and compliance.
• Validate client-submitted data before system entry and maintain data confidentiality.

Reporting & Metrics

• Track client support trends, transaction volumes, and team performance.
• Prepare management reports and dashboards highlighting KPIs and

Process Optimization

• Identify and implement workflow improvements to enhance efficiency and reduce errors.
• Collaborate with Finance, Compliance, Product, and Engineering teams on best practices.
• Maintain up-to-date SOPs and training documentation.

Compliance & Documentation

• Ensure adherence to internal policies, client contracts, and regulatory standards.
• Maintain secure and accurate documentation in line with data protection requirements.

Communication & Collaboration

• Serve as a liaison between clients and internal departments to resolve issues and improve processes.
• Communicate effectively in both English and Spanish across teams and clients.
• Participate in internal meetings and cross-functional initiatives.

Qualifications

• Education: Associate or Bachelor’s degree in Business, Finance, Accounting,or related field (or equivalent experience).
• Experience:
• 3+ years in client operations, support, or service delivery.
• 1–2 years in team leadership or supervisory roles.
• Language: Advanced English (required); Spanish fluency (strongly preferred).
• Technical Skills: CRM tools (HubSpot, Salesforce), Microsoft Excel (pivot tables, lookups), and ticketing systems (Zendesk, Jira).
• Core Competencies: Strong leadership, attention to detail, analytical thinking, problem-solving, and multitasking abilities.

Additional Requirements

• Align with U.S. holiday schedules (may work on Mexican holidays).
• Occasional availability for after-hours or weekend escalations.

Salary 31,000mx

Voucher Bonnus 2,000mx

Internet Bonus 400mx

Medical Insurance

Dental Insurance

Life Insurance