Customer Service Supervisor

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 

Requirements

• 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 

Benefits

• 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