Commercial Operations Support Supervisor

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.RequirementsClient Support & Relationship ManagementManage and resolve corporate client inquiries promptly and professionallyAct as an escalation point for complex issues, coordinating resolutions across departmentsMonitor client activity to identify and address potential issues proactivelyTeam LeadershipSupervise and develop a team of support agents through coaching, feedback, and performance reviewsManage workload distribution and scheduling to ensure adequate coverage and timely responsesPayment & Transaction OversightOversee payment processing, returns, adjustments, and chargebacks for client accountsEnsure accuracy, timeliness, and proper reconciliation of financial transactionsPartner with Finance to resolve discrepancies and maintain clean dataOperational Audits & Data IntegrityConduct regular audits of client files and processes to ensure accuracy and complianceValidate client-submitted data before system entry and maintain data confidentialityReporting & MetricsTrack client support trends, transaction volumes, and team performancePrepare management reports and dashboards highlighting KPIs and Process OptimizationIdentify and implement workflow improvements to enhance efficiency and reduce errorsCollaborate with Finance, Compliance, Product, and Engineering teams on best practicesMaintain up-to-date SOPs and training documentationCompliance & DocumentationEnsure adherence to internal policies, client contracts, and regulatory standardsMaintain secure and accurate documentation in line with data protection requirementsCommunication & CollaborationServe as a liaison between clients and internal departments to resolve issues and improve processesCommunicate effectively in both English and Spanish across teams and clientsParticipate in internal meetings and cross-functional initiativesQualificationsEducation: 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 rolesLanguage: 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 abilitiesAdditional RequirementsAlign with U.S. holiday schedules (may work on Mexican holidays)Occasional availability for after-hours or weekend escalationsBenefitsSalary 31,000mxVoucher Bonnus 2,000mxInternet Bonus 400mxMedical InsuranceDental InsuranceLife Insurance