Tasks and Actions for Specific Users
Role-based guide to common workflows: external agents, external admins, Concord agents, operations, business users, and legal/compliance.
ConcordLink has three distinct user personas, each with different screens, permissions, and available actions. Use this page to identify which persona applies to you and navigate to the correct workflow guide.
Who is this guide for?
| Persona | Who they are | What they can see and do |
|---|---|---|
| Internal Employee | A Concord employee (agent, operations, business, legal/compliance). Has visibility across all portfolios. | Full cross-portfolio access. Specific screens and actions vary by Concord role (see sections below). |
Internal employees — Concord staff
Concord employees are set up as internal users with visibility across all client portfolios. The specific screens and actions available to each Concord employee depend on their internal role.
- Concord agents: Day-to-day tasks performed directly with borrower accounts across all portfolios, including customer service, payments, reporting, statements, escalations, warnings, and call communications.
- Customer service actions: Account access, contact updates, communication preferences, and common account-level tasks.
- Payment actions: Processing payments, reversals, autopay, fee waivers, payoff quotes, and refunds.
- Reporting actions: Running and exporting reports; accessing the audit trail.
- Statement and document actions: Viewing, generating, and managing statements and documents.
- Escalation and collections actions: Creating tasks, escalating accounts, managing collections workflows.
- Warnings and navigation tasks: Interpreting obligation statuses and alert flags.
- Call communication tasks: Logging calls, resolution codes, and contact preferences.
- Operations users: Back-office servicing including data boarding, product configuration, integration management, and platform monitoring. Can set up new products, configure fee structures and payment waterfalls, and manage data imports.
- Business users: Financial visibility across the portfolio including treasury monitoring, payment workflows, and reporting via TrueBI.
- Treasury info: Payment summaries, bank account management, and ACH validation.
- Payments: Posting cash, understanding payment types and late charge logic.
- Reporting: Standard and custom reports, scheduling, and troubleshooting.
- Legal and compliance users: Regulatory workflows, credit reporting, and compliance audit access.
- Bankruptcy workflow: Locating obligations, updating bankruptcy fields, suspending collections under Automatic Stay.
- Credit reporting workflow: Reviewing furnished data, correcting errors, processing disputes via eOSCAR.
- Audit trails: Immutable account-level logs for regulatory examinations and compliance review.
Internal user note: Concord agents have visibility across all client portfolios. Portfolio owners and clients only see their own accounts upon logging in. This is intentional — do not share internal-only account notes or data with obligors or external users.
Next: Continue to Agent Tasks for agent-specific tasks and workflows.