Commercial Operations Support Supervisor at Concord Servicing

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

22 Jan, 26

Salary

31000.0

Posted On

24 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Team Leadership, Payment Processing, Data Integrity, Operational Audits, Reporting, Process Optimization, Compliance, Communication, Collaboration, CRM Tools, Microsoft Excel, Analytical Thinking, Problem-Solving, Multitasking

Industry

Financial Services

Description

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

Responsibilities

The Commercial Operations Support Supervisor oversees daily client support and operational service delivery for corporate clients, leading a team to ensure service excellence and data integrity. This role involves managing client inquiries, payment processing, and conducting audits to maintain compliance.