Senior Associate, Customer Care

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description
About the role

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a hybrid-remote
Contact Center Customer Care, Senior Associate
with Cotality.  As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all.

Your primary responsibility in this role is as a point of escalation from Tier 1 Customer Care Associates within our Tax Team. You will be tasked with resolving the more complex and challenging customer issues, across 20+ different client systems, while maintaining high standards of professionalism and consistently meeting performance metrics in a fast-paced environment. Someone with a contact center background in financial services, with experience in escalations and the ability to effectively work across diverse client platforms, would be a significant plus.

Location:
Our office is located
at 3001 Hackberry Rd, Irving, TX 75063
.  Candidates should live within a commutable distance to this site.

Training:
New hires receive 4 weeks of training, often administered via a virtual classroom, but instructor led.  This will also include on-the-job training and call shadowing.  For training, this role will be on site Monday-Thursday, with the option to work remotely on Fridays.  The hours of training are Monday – Friday, 8:00am – 5:00pm.

Schedule:
This center is open from 6:50am-8:00pm Central Monday – Friday.  Post training, employees can exercise a hybrid work model, with 1 day onsite (Tuesday) and 4 days working remotely, based on individual performance. This model could change based on business needs.  Also post training, employees could be assigned a schedule of either 10am-7 pm or 11am – 8pm. Adherence to working these hours is required, no exceptions.

What you will be doing:

• Successfully manage inbound tax inquiries escalated from Tier 1 customer care agents on behalf of a Cotality client regarding mortgage escrow and tax questions, acting as an extension of our client
• Actively and accurately participate in new hire training support (i.e. chat, side-by-sides, etc.)
• Identify customers' needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers
• Actively and accurately documents discussions of inquiries and leverage internal tools/processes for next-level resolution needs
• Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM International)
• Effectively consider the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders
• Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels
• Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines

Job Qualifications
Basic Qualifications:

• High school diploma, GED or equivalent
• 3+ years of experience in a customer service/customer support role
• Tax/banking/mortgage/real estate industry servicing experience
• 3+ years of hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
• Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines

Preferred Qualifications

• A Bachelor's or Associate degree

Annual Pay Range
38, ,760 USD

Application Window
This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality
At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights Include

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more
• Click here to see a comprehensive list of our benefit offerings.

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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