Operations Users

This guide is for internal Concord employees in operations roles only. External agents and external admins do not have access to product configuration, data boarding, or platform monitoring screens.

Operations users are Concord employees responsible for back-office servicing functions in ConcordLink, including data boarding, integration management, product configuration, and platform monitoring.

Screens available to operations users (not visible to external agents or admins):

• Operations History — unified view tracking all jobs, imports/exports, and ad-hoc operations in one place, with the ability to cancel a running operation.
• Bank Balancing — dedicated screen and backend for reconciling bank activity against posted transactions.
• Products page — create and configure loan products, define interest calculations, payment application rules, fee structures, and ledger setup.
• Product Configuration panel — financial settings, scripts engine, waterfall and late fee logic, overrides, and hardship workflows.
• Data import/export — board obligations, transactions, account notes, and payment methods via template import.
• Integration management — configure SFTP, API, and third-party integrations.
• Platform monitoring — logs, job queues, and system status across all clients.
• Lender card restrictions — restrict debit or credit card usage at the bank account level.
• All client portfolios — full cross-portfolio visibility to support onboarding and configuration for any client.

Lender card restrictions

Lenders can restrict debit or credit card usage at the bank account level in ConcordLink.

Accessing lender card restrictions

1. Navigate to Treasury in the top navigation bar.
2. Select Accounts.
3. Open Bank Accounts.
4. Select the relevant bank account to view or configure card restriction settings.

Operations History

The Operations History page provides a unified view of all jobs, data imports/exports, and ad-hoc operations running across the platform.

1. Navigate to the Operations History page from the top navigation or the admin panel.
2. View the list of all running and completed operations, including statement generation jobs, installment generation jobs, data imports, exports, and any manually triggered ad-hoc operations.
3. Each entry displays the operation type, status, start time, and any associated product or client.
4. For long-running jobs, the Live Jobs section shows currently active operations in real time, including per-product statement and installment generation runs with progress indicators.
5. To cancel a running operation, locate it in the list and select Cancel.

Statement Generation and Installment Generation jobs run on the tracked long-running-operations platform — per-product runs appear on the Live Jobs page with consistent metrics. This replaces any need to monitor these jobs through other channels.

Live Jobs statuses

The Live Jobs feed on the homepage surfaces the real-time state of long-running operations. Watch for the Stalled status:

Crashed background jobs are now more reliably picked back up and finished, so most Stalled entries resolve themselves as the platform re-queues them. If a job remains Stalled without recovering, investigate as you would a failed run.

Statement and installment generation: failure reporting

Statement and installment generation now reports failures accurately. If nothing was actually produced, the job will surface the failure and root cause instead of finishing as "completed, 0 errors." Trust the reported counts when triaging generation jobs.

Missing page-template errors

If a statement or document run references a page template whose underlying PDF file is missing, the run now surfaces a clear error that names the specific page template, rather than failing generically. Re-upload the named template and re-run. See Document Generation.

Job performance

Servicing jobs run substantially faster on large batches. Expect noticeably shorter wall-clock time on statement and installment generation across large portfolios; monitoring behavior and cancellation still work as before.

Bank Balancing

The Bank Balancing screen enables reconciliation of bank activity against transactions recorded in ConcordLink.

1. Navigate to the Bank Balancing screen from the Operations or Treasury section of the platform.
2. Select the applicable bank account and date range to reconcile.
3. Review the list of imported bank transactions alongside the corresponding ConcordLink payment records.
4. Match transactions and identify any discrepancies between bank activity and posted payments.
5. Resolve unmatched items by investigating the source of the discrepancy and making corrections as needed.
6. Mark reconciled items as balanced once confirmed.

Background exports

Large obligation and obligor grid exports now run as background downloads with a progress toast notification. This prevents 414 URL errors that previously occurred when using large "is any of" filters.

For the full export procedure — including step-by-step instructions, Treasury Summary Payments CSV export, and Transaction Detail export — see Business Users > Reporting.

Product and business logic configuration

Setting up a new asset class or loan product

1. Navigate to the Accounts Dashboard and open the applicable client.
2. Go to the Products page and select + Product.
3. Define the configuration settings, including interest calculation, payment application rules, fee structures, and ledger setup.
4. Establish the required data import templates.
5. Board accounts in the following sequence: Obligations → Transactions → Account Notes → Payment Methods.
6. Submit the configuration for review and approval by a Concord administrator before going live.

Configuring late fees, waterfalls, or hardship workflows

1. For late fee structures and payment waterfall logic, navigate to Product Configuration for the applicable product and update the relevant settings.
2. For hardship workflows, use a combination of statuses, overrides, and actions.
   • Statuses: Move accounts into the appropriate servicing state.
   • Overrides: Temporarily suppress behaviors such as credit reporting or statement generation.
   • Actions: Automate multiple account changes in a single step.

Next: Continue to Business Users for treasury, payments, and reporting tasks.