# Customer Service Supervisor

> Concord Servicing · Chandler, United States · — · Posted 2026-06-08

**Workplace:** on_site

**Department:** Contact Center

## Description

[Concord](https://concordfinance.com/) 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 Chandler, 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 Chandler, 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

## Apply

[Apply at Concord Servicing](https://apply.workable.com/concord-servicing/j/FE4691626C/apply)

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