Concord is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country. As part of our growing Contact Center in Scottsdale, AZ, we are seeking a Customer Service Supervisor to lead a team of representatives supporting a large Solar loan originator. This is a fully onsite position requiring a high degree of professionalism, security awareness, and a commitment to service excellence in a regulated financial services environment.

Duties and Responsibilities:

Supervise, coach, and develop a team of Contact Center representatives handling inbound and outbound calls, including account inquiries, payment processing, and escalations

Monitor team performance against key metrics, including call quality, handle time, first call resolution, and customer satisfaction scores; provide regular feedback and performance reviews

Ensure strict adherence to data security protocols, compliance standards, and client-specific security requirements as mandated by the Solar loan originator partner

Manage daily staffing, scheduling, and workflow to ensure adequate coverage and service level targets are consistently met

Handle escalated customer issues and complex loan servicing inquiries with professionalism, applying sound judgment and knowledge of applicable regulations

Conduct regular call monitoring, side-by-side coaching, and quality assurance reviews to ensure service delivery meets client and company standards

Partner with Training and QA teams to identify knowledge gaps and implement ongoing development programs for team members

Collaborate with the Contact Center Manager to report on team performance, surface operational challenges, and contribute to process improvement initiatives

Foster a positive, inclusive, and high-accountability team culture that aligns with Concord’s core values and the expectations of a security-conscious financial services environment

Manages projects as needed, adapting priorities to meet evolving business needs

3–5 years of customer service experience in a contact center environment, with at least 1–2 years in a supervisory or team lead role
Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks

Experience in financial services, loan servicing, fintech, or a similarly regulated industry is strongly preferred

Demonstrated ability to lead, motivate, and hold a team accountable in a metrics-driven contact center environment

Strong understanding of data privacy, information security best practices, and the ability to enforce high-security protocols required by our client partners

Excellent verbal and written communication skills; able to de-escalate difficult interactions and communicate clearly with customers and internal stakeholders alike

Proficiency with contact center platforms, CRM systems, and reporting tools; experience with workforce management software is a plus

Must be able to work fully onsite at our Scottsdale, AZ Contact Center

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

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