Agent Tasks
Day-to-day workflows for Concord agents: customer service, payments, reporting, statements, escalations, and communications.
Who this guide is for: This section is for Concord employees acting as agents. Concord agents are set up as internal users and have visibility across all client portfolios, letting them support any client or obligor in the system. If you are an agent employed by a Concord client (portfolio owner), see the External Agent guide instead.
The following sections are a guide to the most common tasks and actions performed by Concord agents in ConcordLink. Use these pages to locate step-by-step instructions across key workflows, including:
- Customer service actions: Covers how to create and manage user accounts, select the correct client and product environment, search for borrower accounts, navigate account details, process and reverse payments, waive fees, document interactions, set up and deactivate autopay, view the borrower's MyAccountInfo (MAI) portal, access statements and documents, update contact information, and manage communication preferences.
- Payment actions: Explains how ConcordLink tracks financial activity using ledgers, journals, and installments; covers transaction types (Payment, Charge, Adjustment, Return), special loan structures (ITC, Same as Cash, Deferred Interest, Interest Only, ARM, Payment Steps), fee waiver eligibility, refund check processing, and key agent guidance on credit card handling and payment corrections.
- Reporting actions: Describes how to run and export standard reports, use TrueBI for custom reporting, and access the Activity tab's audit trail to review field-level changes including who made them and when.
- Statement and document actions: Covers the four document types (Statement, Transaction, Marketing, and Collections), how cycle letters are automatically triggered by system logic, how to access and interpret print status indicators, how to manage account contacts and communication preferences, and how to direct borrowers to retrieve documents through the MAI portal.
- Escalation and collections actions: Explains how to create and assign tasks for requests requiring further review or approval, the escalation process for account-level and system issues, and how to submit feature requests or bug reports through the appropriate internal channels.
- Warnings and navigation tasks: Describes how to interpret obligation status categories (Pending, Open, Paused, Closed) and the behavior restrictions each status applies, how to read account alert flags, and the distinction between first-class system-managed fields and editable custom data fields.
- Call communication tasks: Covers how to log incoming and outgoing calls, resolution codes (R1: Promise to Pay, R2: Left Message, R3: Special Review), and follow-up dates, as well as how to manage contact details and communication channel preferences for obligors.
What Concord agents can see and do
As a Concord internal agent, you have access to all of the following across every client portfolio:
| Screen / Feature | Concord Agent Access |
|---|---|
| Accounts Dashboard | All clients and portfolios |
| Obligation detail (summary, contacts, activities, details) | Full access |
| Payments tab (make payment, history, methods, autopay) | Full access |
| Fee waivers and payment reversals | Authorized agents only — check with supervisor before waiving |
| Payoff quotes and refund processing | Full access |
| Statements and Documents tab | View and upload |
| Account notes and logs | Full access |
| Reports (standard and TrueBI) | All portfolios |
| Audit trail (Activity tab) | Account-level |
| Collections queue and task creation | Full access |
| Call logging (incoming/outgoing, resolution codes) | Full access |
| Internal Only contact tagging | Available — hides data from obligor portal |
| Impersonate User (view portal as borrower) | Available for troubleshooting |
| Product Configuration / Scripts | Operations users only |
| Treasury panel (cross-client bank management) | Business users / Treasury role only |
| Bankruptcy / credit reporting workflows | Legal and compliance users only |
| User management (add/remove users) | Admins only |
Important agent notes:
- The Internal Only checkbox hides contact information from the obligor. Each phone, email, and address entry supports internal-only tagging. Never share internal-only notes or data with obligors or external users.
- Use Do Not Contact flags immediately based on a consumer request or legal restrictions (FDCPA, TCPA).
- Portfolio owners and clients only see their own accounts — Concord's cross-portfolio visibility is internal only.
Next: Continue to Customer Service Actions for detailed customer service procedures.