Customer Care, Senior Associate

Contact Center Customer Care, Senior Associate

At Cotality, we are driven by a single missionto 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.

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 :

Preferred Qualifications :

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 :

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 everyones 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.