Concord services 500,000-plus consumer loans and 1.5 million maintenance dues obligations comprising a portfolio of $7.7 billion in the vacation ownership, solar and energy efficiency, and home improvement sectors. The company provides secure, robust, reliable billing and payment processing functionality. SOC 1® Type 2, and PCI DSS compliance ensure secure billing and payment processing compliance.

Concord’s state-of-the-art Genesys Cloud™ collections Contact Center is staffed by experienced, bilingual associates, and includes private labeling as appropriate for a seamless extension of client branding and communications. While adhering to applicable licensing and consumer protection regulations, the Contact Center incorporates effective digital communication channels to maximize reach, responsiveness, and reliability. Clients can receive robust, up-to-the-minute reporting about both quantity and quality of customer interactions. Customers benefit from shorter call hold times, reliable information, and new secure self-service payment and account options. Fortified with mobile-responsive technology, the Contact Center facilitates customer self-service usage to make PCI-compliant credit card and check payments. New, highly efficient contact center communication protocols have substantially reduced hold times, enabling reps to focus more effectively on fielding questions and addressing concerns in a completely secure environment.  

Blackwell Recovery®, Concord’s proprietary software, offers innovative, customized solutions featuring a consumer-focused approach for recovering revenue that will minimize delinquent accounts and maximize portfolio performance.  In a highly regulated industry, a debt recovery partner that puts compliance and customer collaboration at the forefront is mandatory. Offering recovery performance among the highest in the industry, Blackwell Recovery’s results-oriented approach sets the standard for collections in all markets Concord serves.

Concord provides customized client custodial services encompassing paper custodian in a secure storage vault, e-vault, backup services, loan validation according to each client’s needs and desired customized solutions, and UCC validation to hold clients’ securities – minimizing the risk of theft or loss. Loan validation and audit services address company workflows and filing requirements. Understanding the importance of critical documents and what they represent, Concord offers complete document validation including individual files and database inventory tracking. Inventory can be linked to receivables for reporting and scheduled maintenance, such as returning paid-in-full documents. Documents are secured in Concord’s storage vault in fire-proof cabinets. To further streamline workflow, Concord provides UCC filing verification.

Accurate, actionable, up-to-the-minute business intelligence and reporting are integral to the success of Concord’s efforts to maximize portfolio performance while maintaining healthy and positive collections relationships. State-of-the-art systems enable immediate communication with clients about how teams are performing. User-friendly, easy-to-read visualizations through a business intelligence tool integrated into the contact center phone system enable robust performance assessments now—and set the course for future enhancements.