Concord is a leading loan-servicing company with more than three decades of experience delivering high-quality solutions for originators, lenders, and capital providers across consumer and commercial markets.

Our Mission
We exist to deliver exceptional servicing outcomes for our clients and borrowers by combining deep domain expertise, robust technology platforms, and a steadfast focus on compliance, risk management, and client service. With this expanded platform, we aim to be the go-to partner across the credit lifecycle for both consumer-finance and commercial/lease portfolios.

About Role

The Redemption Agent plays a critical role in the Asset Recovery Department, serving as the primary liaison between the company and customers whose vehicles have been repossessed. This position focuses on facilitating vehicle redemptions through direct customer contact, payment arrangement negotiation, and comprehensive administrative support. Redemption Agents combine customer service skills with operational efficiency to maximize vehicle recoveries and maintain accurate records of all redemption activities.

Responsabilities

• Contact customers directly via telephone to advise them of repossession status and redemption options
• Explain redemption balances, payment terms, and procedures in clear, professional language
• Negotiate and arrange payment plans that allow customers to retain their vehicles following repossession
• Process redemption payments and coordinate vehicle release with internal and external stakeholders
• Coordinate with third-party vendors and repo agents to arrange vehicle release upon payment confirmation
• Prepare accurate reports, forms, and letters necessary to document and facilitate redemption actions
• Maintain comprehensive records of all redemptions, including customer information, payment arrangements, vehicle status, and final dispositions
• Track and report on redemption metrics (number of redemptions, success rates, payment trends)
• Provide administrative and clerical support to departmental staff and customer service teams
• File, organize, and manage all redemption-related documentation and correspondence
• Process and distribute reports and general correspondence related to asset recovery operations
• Back up other repo administration staff as needed to ensure departmental continuity
• Respond to customer inquiries regarding vehicle status, redemption process, and payment options
• Maintain professionalism and empathy when communicating with upset or frustrated customers
• Ensure compliance with all company policies, procedures, and legal requirements in redemption processing

Requirements

• High school diploma or equivalent (GED)
• Excellent telephone communication skills with ability to speak clearly and professionally
• Outstanding customer service orientation; ability to remain calm and helpful with customers in difficult situations
• Excellent verbal and written communication skills
• Strong organizational skills; ability to manage multiple priorities and maintain accurate records
• Ability to work effectively within a team environment with good interpersonal skills
• Proficiency in general office skills (filing, correspondence, data entry, etc.)
• Ability to operate standard office equipment (phone system, copier, fax machine, scanner)
• Proficient PC skills including email, spreadsheets, and word processing
• Ability to sit for extended periods at a desk and on the phone
• Ability to follow established policies, procedures, and departmental guidelines
• Reliability and punctuality; strong work ethic
• Willingness to be cross-trained in various clerical and administrative functions
• Communication: Clear verbal and written communication; ability to explain complex processes in understandable terms
• Organization: Strong ability to manage files, records, and multiple tasks simultaneously
• Attention to Detail: Meticulous documentation and record-keeping to ensure accuracy and compliance
• Problem-Solving: Ability to identify issues and coordinate solutions with internal teams and vendors
• Adaptability: Willingness to learn new processes, systems, and cross-functional duties
• Professionalism: Calm demeanor and professional conduct even under pressure or with difficult customers
• Technical Proficiency: Comfortable with computer systems, software, and standard office technology

Benefits

• Food Vouchers
• Internet Bonus
• Medical Insurance
• Life Insurance
• Dental Insurance