Implementation Specialist

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.

We are looking for an analytical and customer-centric Implementation Specialist to perform activities associated with the onboarding of new client portfolios and related analysis for process improvements and efficiencies. As the Implementation Specialist, you should be results-driven and aspire to achieve specific goals. Ultimately, you should be able to provide product and business knowledge to support the sales process and strengthen customer relationships. This role works closely with stakeholders and SMEs across all relevant business units to ensure new clients are successfully onboarded, taking into consideration the full scope of servicing requirements, including data, processes, and all business rules. This position will work side-by-side with colleagues in the Implementations Department to provide supplemental support in data analysis, system configurations, and other general onboarding activities.

Responsibilities

• Participate in Business Development activities and assist with prospect review and gap analysis
• Master the conversion/new sales Header functionality and document best business practices
• Create and maintain documentation to enable ongoing use and handoffs
• Review and continually analyze incoming client data files identifying the most common transformations required
• Maintain and monitor the Implementation Product Backlog to ensure PDT has the highest priority work items in progress
• Assist with Quality Assurance and lead User Acceptance testing on Implementation work items
• Assist in developing and maintaining project plans and other organizational documents
• Assist in creating project schedules and coordination throughout the conversion timeline
• Develop and deliver progress reports
• Assist in managing changes in project scope, identifying potential risks, and formulating contingency plans
• Exhibit excellent customer service and relationship-building skills with new clients who are transitioning to Concord
• Help identify and communicate unique/special/gap client servicing requirements so that processes and procedures can be contemplated and prepared by respective department SMEs
• Participate in retrospectives to consistently improve the implementation process for clients and internal stakeholders
• Communicate clearly and effectively internally and externally to set expectations
• Propose and/or perform system enhancements, write/update system documentation, and pursue continuous improvement initiatives
• Help to facilitate discussion, decision-making, and conflict resolution
• Coach and motivate project team members to include them and take positive action and have accountability for their assigned work
• Help to remove impediments and/or guide the team to remove impediments
• Provide support to the team using a servant leadership style whenever possible and leading by example
• Assist the Training Team with materials and training activities where needed

Requirements

A thorough working knowledge of Microsoft Office products and advanced ability in Excel

Concord experience or other comparable loan servicing experience is a plus

Ability to effectively present information, both written and oral, and respond to questions from clients, customers, and department/group managers

Must be accurate, detail-oriented, possess excellent organizational skills & demonstrate the ability to manage multiple tasks

Project management skills and experience are a plus

Takes initiative and works independently and is flexible/adaptable to changing priorities

Comfortable with learning new technologies (HubSpot, Trello, Jira, Miro, Slack, Nordis Expresso, TrueBI, etc.)

Spanish speaking is a plus

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Hybrid work environment
• Free Food & Snacks
• Wellness Resources