Support Analyst - Contact Center

About the Role

Concord provides end-to-end loan servicing across multiple asset classes, focusing on compliant, adaptable, and scalable servicing solutions for originators, capital providers, and their customers. The organization combines service expertise with proprietary technology to deliver configurable support tailored to client needs.

The Contact Center Support Analyst plays an important role in creating, checking, analyzing, and sharing performance reporting for the contact center. This includes operational summaries, portfolio performance updates, incentive tracking, and other reports used to guide business decisions and compensation programs.

In this role, you will work with Operations Management, Contact Center leadership, and partner teams to make sure reporting data is accurate, timely, and dependable for agent, team, and department performance tracking.

What You Will Do

• Prepare, update, verify, and circulate daily, weekly, monthly, and portfolio-level reports that support contact center performance, client portfolio management, and incentive compensation programs.
• Track and evaluate key metrics such as collection results, recovery rates, promise-to-pay completion, right-party contacts, productivity, service levels, and quality scores.
• Review reporting outputs for accuracy, consistency, and data integrity before sharing them with leadership and clients.
• Spot patterns, irregularities, risks, and reporting issues, then share insights and recommendations for corrective action or process improvement.
• Partner with management to define, document, maintain, and revise bonus calculation methods, performance thresholds, and reporting rules.
• Build bonus eligibility reports for individual agents, teams, and departments using approved performance measures.
• Answer questions from agents and supervisors about bonus calculations and report discrepancies.
• Keep archived bonus documentation and records for audit and compliance needs.
• Improve reporting tools, dashboards, and automated workflows to make data collection and report production more efficient.
• Use reporting systems such as Phoenix Reporting, Excel, Power BI, or similar platforms to create clear, actionable reporting outputs.
• Assess existing reporting practices and suggest changes that improve speed and accuracy.
• Work with the Contact Center Operations Manager on projects tied to performance tracking and incentive programs.
• Support internal audits involving collections statistics and compensation data.
• Provide analytical help for special initiatives, including system conversions, mailings, and month-end reporting.

Requirements

• A degree in Accounting, Finance, Statistics, Business Administration, or an equivalent mix of education and relevant experience is preferred but not mandatory.
• Comfort using AI tools and a willingness to apply them to improve efficiency and simplify routine administrative work.
• Strong analytical ability with experience interpreting large data sets and turning them into useful reports.
• Advanced Excel skills, including pivot tables, VLOOKUP, formulas, and charts; exposure to Power BI or comparable reporting tools is an advantage.
• Understanding of collections metrics, loan calculations, and contact center performance indicators.
• High attention to detail, strong accuracy, and solid organizational habits.
• Ability to juggle multiple priorities and meet deadlines in a fast-moving environment.
• Fluency in reading, writing, and speaking English; English/Spanish bilingual ability is a plus.
• Willingness to adapt quickly to change and take on additional duties as needed.

Benefits

• Medical, dental, and vision health coverage.
• 401(k) and IRA retirement options.
• Basic, voluntary, and AD&D life insurance.
• Paid time off, including vacation, sick leave, and public holidays.
• Maternity and paternity leave.
• Short-term and long-term disability coverage.
• Access to wellness resources.