Customer Service Actions

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.
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.
   • If access is not disabled, use the Impersonate User feature to view the portal exactly as the customer sees it.
   • If the customer's portal login has been deactivated, contact Concord support to reactivate the profile.
5. If the portal itself is unresponsive or displaying errors, escalate to an administrator. It may be a broader system issue.

Changing the portal login email

Customers can now change their portal login email to another of their own contact email addresses directly from the portal. The new login email must already be one of the customer's contact email addresses on the account. If a customer wants to sign in with an email that is not yet on file, first add it as a contact email (see Updating contact information below), then have them switch their login email to it.

Account location issues

1. If an obligor's account cannot be found or an error occurs when performing an action, try the following:
   • Search by multiple identifiers: name, account number, email, or Social Security number.
   • Confirm the account has been fully loaded onto the platform and is not still in an onboarding or pending status.
   • Check whether the account has been transferred, archived, or assigned incorrectly.
   • Verify that your permissions allow access to the specific account or portfolio.
   • If the account exists but is returning errors, document the error message and escalate to Concord support with the account details.

External agents and admins: You can only search within your own portfolio. If you believe an account belongs to your portfolio but cannot be found, escalate to your admin or contact Concord support. You cannot search across other clients' portfolios.

Removing an account

Portfolio and product assignments are managed at the administrative level. Contact a supervisor or Concord 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.

Portal self-service actions

Customers can now run designated "I want to…" self-service actions directly from the portal. These are the specific self-service actions enabled for the portfolio. The customer selects the action they want and the portal walks them through it, without needing to call an agent.

Which actions appear depends on what has been configured for the portfolio. If a customer asks about an action they don't see, confirm whether it has been enabled for their portfolio before troubleshooting.

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.

Figure Add or edit account contact — phone, email, and address details.

For full contact management details, including Internal Only flags, Do Not Contact settings, and preferred call times, see Call Communication Tasks > Managing contacts and communication details.

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.

Quick navigation reference

• Search by name, phone, or email: Go to Accounts, search for the information, and select the result.
• Find SSN or date of birth: Go to the profile under Obligor Details. Note: SSN is masked for all users without the Secret Revealer role — this role is for Concord internal employees only.
• Find loan details: Select the Loan Details tab.
• Process a payment: Go to the Payments tab and select Process Payment.
• Waive a fee: Available to external admins (Supervisor+) and authorized internal agents only. Navigate to the Fees section, select a fee, and choose Waive.
• Add a note: Go to the Notes panel on the right side of the page.
• Set up or deactivate autopay: Go to Autopay and Recurring Payments.

Communication preferences

For full communication preference management — including setting contact methods, preferred call times, delivery channel configuration (statements, transaction notices, marketing, collections), and opt-out handling — see Call Communication Tasks > Communication preferences.

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.

Troubleshooting customer issues

Borrower account information is incorrect or outdated

• Confirm the correct details with the borrower and check your permission level before making updates.
• If certain fields are locked at the agent level, escalate to your admin. External agents with the Viewer role cannot edit fields.

Borrower is not receiving notifications or statements

• Confirm the borrower's email address and contact preferences are correctly entered.
• Check whether the borrower has opted out of communications.
• Try resending the most recent statement or notification manually.
• If the issue persists, escalate to your admin to review notification settings and delivery logs.

Discrepancy between agent view and borrower portal view

• Confirm the portal is pulling data from the same account and loan record.
• Check whether there is a display or refresh delay on the borrower's side.
• Review recent account activity to determine if a transaction is still processing.
• If the discrepancy is significant or unexplained, escalate to your admin — it may indicate a data sync or configuration issue.

Unable to locate or access a borrower account

• Search using multiple identifiers: name, account number, email, or SSN.
• Confirm the account has been fully boarded and is not in a pending or archived status.
• Verify your permissions allow access to the portfolio the account belongs to. External users can only search their own portfolio.
• If the account exists but is inaccessible, escalate to your admin to review access settings.

Next: Continue to Payment Actions for payment processing, reversals, autopay, and payoff procedures.