Andrew Coffey

As SVP of Sales at Concord, I have the privilege of working alongside lenders, originators, and capital partners across auto, powersports, RV, marine, home improvement, unsecured consumer lending, and backup servicing. My focus is simple: build trust, add value, and create partnerships that last. I believe the best relationships aren't transactional, they're built on a genuine understanding of what our clients need to succeed.

Spearheading all revenue-generating functions from new-business acquisition through client renewal. Architected a unified revenue strategy—aligning sales, marketing & customer success to drive sustained growth. Rolled out sales-enablement initiatives (playbooks, training, CRM tools) to streamline pipeline management and shorten deal cycles. Enhanced client-lifecycle processes, standardizing onboarding, quarterly business reviews, and escalation pathways for a smoother customer journey. Built and mentored high-performing teams, establishing clear objectives and an accountability framework that fosters collaboration and continuous improvement. Cultivated executive-level partnerships across fintech, lending and capital markets to position Servicing Solutions as the go-to ABS-ready services partner.

Bridged go-to-market and delivery for rapid integration of new offerings. Unified sales, servicing & CX into a single operational rhythm to eliminate handoff gaps and accelerate time to value. Piloted cross-functional innovation sprints, quickly developing and testing white-labeled servicing packages. Advised executive leadership on market expansion priorities, feeding insights into the company’s 2023 strategic roadmap.

Led call-center and customer-experience operations for a $4 billion+ portfolio across diverse asset classes. Redesigned CX workflows to boost first-contact resolution and strengthen SLA compliance. Built a data-driven performance framework, linking recruitment, coaching and incentives to key service metrics. Streamlined client onboarding, introducing templated playbooks and project management best practices to accelerate go-live. Embedded servant-leadership principles, coaching managers to drive engagement and reduce turnover in frontline teams.

Scaled multi-site operations with 200+ team members spanning eight regional managers. Deployed optimized CX and collections strategies, trimming handle times and improving operational consistency. Established monthly governance reviews, using analytics to identify performance gaps and guide remediation actions. Partnered with client leadership to draft SLAs and compliance frameworks, ensuring audit-ready operations. Mentored emerging leaders, with several moving into senior roles through targeted development plans.

Built a boutique third-party collection agency to complement Servicing Solutions’ service suite. Streamlined end-to-end collections workflows, boosting recovery effectiveness and client satisfaction. Designed a scalable operational model, covering staffing, reporting and compliance before a strategic wind-down.

Pioneered collections and CX frameworks at an emerging fintech managing half-billion in loans. Launched “Legendary Service” training, elevating agent professionalism and reducing delinquency rates. Defined incentive and dialer strategies, aligning operations with risk, compliance and customer-experience goals.

Oversaw two large-scale collection centers during a period of rapid portfolio growth. Managed delinquent portfolio workflows, implementing targeted outreach strategies that improved overall recoveries. Instituted employee-engagement programs, significantly lifting retention and on-the-job satisfaction.