Account Manager

Role Overview

• Serve as the day-to-day Account Manager for strategic Concord Auto Finance clients, including originators, funding sources, dealer relationships, and other counterparties
• Act as the primary liaison between Auto Finance clients and Concord's internal operations, servicing, collections, and product teams
• Transition new clients from onboarding into ongoing account management, establishing communication cadences and long-term service standards
• Manage and execute recurring billing, fee, and invoicing cycles while maintaining a <24-hour SLA on client response times
• Escalate issues to the appropriate Concord functional group with thorough documentation, and maintain updated logs for AE and C-Suite reporting
• Train clients on self-service tools and NLS-based capabilities to promote operational independence
• Manage day-to-day software development requests and enhancements by partnering with Business Analysts and Product teams to produce Statements of Work and User Stories
• Serve as the program's NLS power user — researching, diagnosing, and resolving account-, loan-, and portfolio-level issues directly in the system
• Execute loan-level corrections, investigate data integrity issues, and resolve discrepancies between the client's system of record, NLS, and downstream feeds
• Write and run NLS reports and ad-hoc data pulls to support client inquiries, audits, and portfolio reviews
• Monitor NLS batch processes, file imports/exports, and ACH cycles; identify exceptions and route or resolve as appropriate
• Translate client requirements into NLS work requests for Product and IT, and document standard operating procedures for each assigned client

Requirements

• Demonstrated hands-on NLS (or equivalent) experience at the loan and portfolio level — navigation, transaction processing, report writing, and exception resolution
• 3+ years in auto finance, consumer/indirect lending, or loan servicing operations
• Working knowledge of auto loan lifecycle mechanics: origination boarding, servicing, payment application, payoffs, titles/liens, charge-off, and repossession workflows
• Proven client-facing experience in a B2B context — comfortable presenting to client operations leaders and executive stakeholders
• Strong written and verbal communication, with the ability to translate technical NLS detail into business language
• Working knowledge of applicable regulations governing auto loan servicing (UDAAP, FCRA, Reg Z, state-specific requirements)

Preferred

• Experience supporting indirect auto lending programs and dealer/originator relationships
• Experience with NLS integrations (ACH/payment processors, credit bureau reporting, GL/accounting systems, dialer/contact-center platforms)
• Prior account management or client success experience at a loan servicer, BPO, or fintech

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
• Training & Development
• Free Food & Snacks
• Wellness Resources