Concord Internal User Guide
Welcome toConcordLink
Welcome to the Concord Internal ConcordLink User Guide. This documentation is for Concord employees and covers platform navigation, account servicing workflows, collections, reporting, and role-specific tasks.
Get Started
New to ConcordLink? Start here to understand the platform, learn key terminology, and orient yourself.
| Page | Description |
|---|---|
| Introduction to ConcordLink for Concord Employees | What ConcordLink is, how to set up your account, and how it differs from legacy systems. |
| Definitions and Acronyms for Concord Employees | Key terms, industry vocabulary, and ConcordLink-specific abbreviations. |
| ↳ Acronyms Quick Reference | Alphabetical table of 50+ shorthand codes used in notes, logs, and system fields. |
Navigate the Platform
Platform structure, key pages, and how to move between clients, products, obligations, and obligors.
| Page | Description |
|---|---|
| Navigating ConcordLink’s Main Features | Platform hierarchy, dropdown menus, and main page overview. |
| ↳ Home Page | Dashboard, navigation bar, activity feeds, jobs, utilities, and TrueBI. |
| ↳ Client Homepage | Client-level hub: overview, products, treasury, and lenders. |
| ↳ Client Homepage — Reports and Audit History | Standard reports, configuration menu, and audit trail at the client level. |
| ↳ Product Toolbar | Product overview, data imports/exports, scripts, segments, and audit history. |
| ↳ Product Configuration Panel | Product, obligation, asset, and project fields; documents. |
| ↳ Product Configuration — Financial Settings | Ledgers, return reasons, add-on fees, payment spread, projects, and webhooks. |
| ↳ Treasury Panel | Treasury summary, bank accounts, and payment transactions. |
| ↳ Loan Promotion and Payment Types | ITC, Same as Cash, deferred interest, ARM, interest only, and payment steps. |
| ↳ Configuration Bar | Client fields, lender fields, portal settings, data sources, and statuses. |
| ↳ Navigation to Obligations and Obligors | How to access and filter the full list of accounts and borrowers. |
| ↳ Obligations | Actions menu, system behavior, summary, contacts, activities, and details. |
| ↳ Obligations — Statements, Payments, and Ledgers | Statements, document types, payment menu, ledgers, and the More menu. |
| ↳ Obligors | Borrower personal details, contact info, and linked obligations. |
Tasks and Actions by Role
Step-by-step instructions organized by user type.
| Page | Description |
|---|---|
| Tasks and Actions for Specific Users | Overview of all role-specific workflow pages. |
| ↳ Agent Tasks | Customer service, payments, statements, collections, and calls. |
| ↳ Operations Users | Data boarding, product configuration, and platform monitoring. |
| ↳ Business Users | Treasury, reporting, and financial oversight workflows. |
| ↳ Legal and Compliance Users | Bankruptcy, credit reporting, and audit trail access. |
| ↳ Administrator / Implementation Users | Importing APIs, user access, portal options, scripts, segments, fields, webhooks, docs, reports, statuses, and payment spread. |
Agent Workflow Pages
Detailed procedures for Concord agents across all servicing functions.
| Page | Description |
|---|---|
| Customer Service Actions | Account access, login help, contact updates, and communication preferences. |
| Navigation, Setup, and Administrative Actions | Search, notes, logs, audit history, and portal settings. |
| Payment Actions | Viewing history, processing payments, autopay, and stopping transactions. |
| ↳ Payment Actions — Fees, Payoffs, and Refunds | Fee waivers, payoff quotes, refunds, disputes, and the Actions menu. |
| ↳ Payment Corrections and Disputes | Cross-reference to reversal, waiver, payoff, refund, and dispute procedures. |
| Statement and Document Actions | Statement generation, viewing, uploading, and managing documents. |
| Call Communication Tasks | Managing contacts, logging calls, and communication preferences. |
| Collection Actions | Status changes, tasks, escalations, hardship requests, and collections queue. |
| Reporting Actions | Running reports, exporting data, and reviewing audit trails. |
| Handling Calls (Auto QA) | Auto QA definition guide (Q1–Q31) — scoring standards for all calls. |
| Payment Disclosure Scripts | Verbatim scripts for payment authorization, Mini Miranda, and AutoPay. |
Administrator Workflow Pages
Step-by-step instructions for administrator and implementation user workflows.
| Page | Description |
|---|---|
| Importing APIs | API implementation, SFTP data transfers, and file import processes. |
| Adding Users | Adding users, assigning roles, managing permissions, and troubleshooting access. |
| Portal Options | Branding, layout, URL configuration, and navigation customization for the portal. |
| Data Imports / Exports | Managing data imports and exports across products. |
| Editing Scripts | Writing, deploying, and managing scripts that automate tasks and extend platform functionality. |
| Segments | Creating and managing segments for account grouping and targeting. |
| Editing Fields | Adding, editing, and managing fields across clients, lenders, products, and obligations. |
| Webhooks | Setting up webhooks for real-time, event-driven notifications to external systems. |
| Document Generation | Creating document templates, configuring statement scripts, and managing delivery. |
| Adding Reports | Standard reports, TrueBI configuration, and data exports. |
| Changing Status | Obligation statuses, status categories, and behavior rules. |
| Payment Spread as an Administrator | Configuring and managing payment spread options for administrators. |
Specialized Workflows
Legal, compliance, treasury, and reporting procedures.
| Page | Description |
|---|---|
| Bankruptcy Workflow | Locating obligations, updating fields, suspending collections, and tracking status. |
| Credit Reporting Workflow | Reviewing furnished data, correcting errors, and processing disputes via e-OSCAR. |
| Audit Trails | Accessing audit logs, pulling data for examinations, and troubleshooting. |
| Treasury Info | Payment summaries, bank account management, ACH validation, and late charges. |
| Reporting | Standard reports, TrueBI custom reporting, and troubleshooting. |
Classification: This document is intended for authorized Concord employees only. The information contained herein is confidential and proprietary.