Concord Servicing Corporation

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Business Analyst

at Concord Servicing Corporation

Pay: $45,000 to $70,000/year
Concord is a company whose culture involves a business casual environment dedicated to change, improvement, & teamwork. We offer a competitive salary and generous benefit package including: Medical/Dental/Vision PPO Plan; Life and AD&D Insurance; Short and Long Term Disability; 401(k) Plan; Paid Holidays & Vacation; Paid Sick & Personal Time Off; and Tuition Assistance. Additional perks for working at Concord: Business Casual Dress Code; Attendance Bonuses; Suggestion Awards; Employee Recognition Programs; and Company/Community Activities. We support workplace diversity and promote a drug free work environment.
Posted: 9/15/2020
Job Status: Full Time
Job Reference #: JCBA 9-20

Job Description


Reviews, analyzes, and evaluates business systems and user needs. Documents requirements, defines scope and objectives, and formulates systems to parallel overall business strategies. Possesses expertise in Customer Service and Collections, as well as an understanding of the organization’s systems and capabilities. Educates on the direction of the business. Utilizes understanding of both business process and technical capabilities to implement solutions to the more complex business needs/problems.


Design/Analyze complex reports to satisfy management requirements and influence strategic decisions for the Contact Center.

Analyze and document existing processes; recommend process improvements.

Acts as advisor or coach to new or lower level personnel in the business processes and procedures of the Contact Center.

Identify new techniques, technologies and concepts that can add value to the Contact Center.


Engage with the business user teams to understand pain points and solution issues in alignment with Contact Center teams and process improvement and standardization.

May be responsible for resource management and allocation of work within the department.

Perform other duties as required

Skill / Requirements

Ability to read, write, speak and understand English, bilingual in Spanish a plus
Ability to analyze and interpret data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Cross-functional management skills
Knowledge of process and project management

Important Notes

Please submit resume via site. No calls please.