Customer Service Tasks

Step-by-step guide to common customer service workflows for agents.

Agents assist and guide customers through many tasks based on customer portal capabilities. The following sections are a step-by-step guide to common customer service tasks.

Account access and login issues

You can help customers log in to the portal using their registered email address and register multiple email addresses to a single account.

Resetting passwords

  1. Confirm the customer is using the correct portal URL and login credentials.
  2. Send a reset email to initiate a password reset directly to the customer's inbox. See Introduction to ConcordLink for Agents for information on the reset email process.
  3. If the customer doesn't receive the reset email, verify that the email address on file is correct.
  4. If the reset doesn't work, check whether the customer's access has been disabled.
  5. If the portal itself is unresponsive or displaying errors, escalate to an administrator. It may be a broader system issue.
Tip: Before guiding a customer, use the Impersonate User feature to see exactly what they're experiencing in the portal. This ensures your guidance is accurate and aligned with their current view in ConcordLink.

Account location issues

If an obligor's account cannot be found or an error occurs when performing an action, verify the primary obligor is correctly assigned and add a co-obligor from the Contacts sub-tab as shown below.

Adding an Obligor
FigureAdding an Obligor.

Removing an account

Portfolio and product assignments are managed at the administrative level. Contact a supervisor or system administrator to add or remove an account from a portfolio. Changes of this nature may require a status update and a supporting note on the account. Contact Concord for further questions.

Updating contact information

  1. Navigate to the customer's account by searching for the obligor or obligation. Verify the account number, the obligor's name, and account details at the top of the page.
  2. Go to Contacts and select the edit icon. Update phone numbers, email addresses, mailing addresses, and notes from this page.
  3. If no information is present, select + Add. Designate the user as the primary person on the account to make the contact information the default.
Account contacts
FigureAccount contacts.

Identifying account information

  1. Open the account and view the account overview or summary panel.
  2. Navigate to the personal information, obligor details, or profile section for additional detail.
Account information
FigureAccount information.

Quick navigation reference

TaskWhere to go
Search by name, phone, or emailGo to Accounts, search for the information, and select the result.
Find SSN or date of birthGo to the profile under Obligor Details.
Find loan detailsSelect the Loan Details tab.
Process a paymentGo to the Payments tab and select Process Payment.
Waive a feeNavigate to the Fees section, select a fee, and choose Waive.
Add a noteGo to the Notes panel on the right side of the page.
Set up or deactivate autopayGo to Autopay and Recurring Payments.

Communication preferences

Communication preferences control how and when ConcordLink contacts the obligor.

Setting contact methods

  1. Open the obligor's account.
  2. Navigate to the Communication Preferences, Contact Preferences, or Obligor Preferences section.
  3. Select the toggles or checkboxes for calls, email, or text.
  4. Save all changes.

Setting contact time preferences

  1. In the same Communication Preferences section, locate the Best Time to Contact or Contact Schedule option.
  2. Select the obligor's preferred days and times to be contacted.
  3. Note the obligor's time zone if applicable, and save.
Compliance requirement: Always honor an obligor's communication preferences and opt-out requests immediately. Failure to do so may violate FDCPA, TCPA, and other applicable regulations. Document any opt-out or preference change in the account notes.