# Resolutions Analyst

> Concord Servicing · Mexico City, Mexico (Hybrid) · Full-time · Posted 2026-07-08

**Salary:** MXN 240,000–264,000

**Workplace:** hybrid

**Department:** Contact Center

## 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.

The Functions for a Resolutions Analyst are the following:

-   Review, distribute, follow up and reply all the cases received in the Resolution inbox to manage CRF (Customer Request Forms)
-   Notate in detail each account when receiving important information from customers.
-   Notate accounts to follow up on the responses from Operations or other departments.
-   Follow up on each CRF until completion/resolved status. Escalate when necessary.
-   Submit and answer foreign customers emails.
-   Inform and submit emails that constitute: Cease and Desist notifications, Written Disputes or Qualified Written Requests to the Compliance Officer for their proper handling
-   Provide feedback to Supervisors and trainers based on the trends showed on the resolutions inbox.
-   Prepare tracking reports (CRF analysis and monthly report including number of cases received, pending, completed and escalated status).
-   Able to react to change productively and handle other tasks as assigned.
-   Assist in training and orientation to all new team members.
-   Communicate all relevant changes, updates to Supervisors, Team Leaders and Management team members.
-   Provide monthly review meetings each month with each team to summarize their previous month.
-   Provide performance constructive feedback together with the Supervisor whenever needed.
-   Attends strategic planning meetings regarding Resolutions and sends a recap to Collections team Management.
-   Requests call auditing and account analysis as necessary from QA or Compliance specialist to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
-   Make the necessary recommendations to enforce, review and evaluate current policies and procedures.

**In addition to the previous, the Resolutions analyst will perform:**

-   Weekly and monthly reports showing the trending topics and completion status.
-   Follow the escalation policy defined by the Collections Manager and the Resolutions Analyst to maintain a world class service standard.
-   Make recommendations to the Training and Supervision Staff based on the trends showed on the weekly and monthly reports.

## Requirements

-   Prior collections experience (3+ years)
-   Knowledge of FDCPA and State rules and regulations
-   Prior Supervisory / Management experience - preferred
-   Basic knowledge of Timeshare operations - preferred
-   Business degree or equivalent - preferred
-   Basic Computer Skills
-   Knowledge of Microsoft Office
-   Ability to read, write and speak English fluently.  Bilingual (English/Spanish) a plus
-   Good communication skills, both written and verbal
-   Leadership experience and the ability to provide support and direction to develop and motivate a team
-   Ability to communicate and meet company goals and objectives
-   Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.

## Benefits

Salary 20,000

Internet Bonus 400

Voucher Bonus 2,000

Medical Insurance

Dental Insurance

Life Insurance

## Apply

[Apply at Concord Servicing](https://apply.workable.com/concord-servicing/j/C97A8C9BB0/apply)

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