Contact Center Customer Care Associate

943366404 CoreLogic Tax Services, LLC; Austin (TX); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Medical plan options

401(k) with company match

Well-being stipend

Tuition assistance

Referral bonuses

Job summary

Cotality is seeking a Contact Center Customer Care Associate to handle inbound mortgage escrow and tax questions, document conversations, and provide accurate solutions using Salesforce, Cisco Finesse, Zoho Desk and other tools.

Four weeks of onsite training, then a hybrid schedule: one day onsite (Tuesday) and four days remote, with possible shifts after week seven. Requires a highschool diploma and at least one year of customer service experience; tax/real estate experience is a plus.

Qualifications

• High-school diploma or GED or equivalent.
• At least one year of customer service experience.
• At least one year of tech proficiency with MS Office, MS Teams (or Google Suite) and a client management system.
• Ability to work in a structured, high-volume, fast-paced environment while maintaining accuracy.
• Must meet or exceed personal KPIs and adhere to schedule.

Responsibilities

• Handle inbound inquiries about mortgage escrow and tax questions.
• Identify customer needs, research using multiple portals, and provide accurate solutions.
• Document discussions and escalate via internal tools.
• Use contact center software like Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, Zoom.
• Meet or exceed production metrics and quality KPIs.

Skills

Customer service

Attention to detail

KPI-driven

Education

High-school diploma or GED

Bachelor’s or associate degree (preferred)

Tools

Salesforce

Cisco Finesse

Zoho Desk

Freshdesk

Calabrio

Avaya/Verint

MS Office

MS Teams

Google Suite

Job description

Position Summary

Contact Center Customer Care Associate. Manage inbound call inquiries (22‑25 per day) about mortgage escrow and tax questions. Provide accurate solutions, document conversations, and use multiple contact center software including Salesforce, Cisco Finesse, and others. Meet or exceed KPIs and attendance guidelines.

Location and Schedule

Office: 1825A Kramer Lane, Austin, Texas 78758. Candidates must live within a commutable distance. Four‑week training onsite Monday‑Thursday 8:00am‑5:00pm, with an option to work remotely on Fridays. After training, a hybrid model: one day onsite (Tuesday) and four days remote. From week7 onward schedule may be adjusted within center hours 6:50am‑8:00pm. No exceptions.

Training

Four weeks of virtual classroom and on‑the‑job training with call shadowing. Onsite Monday‑Thursday; option to work remotely on Fridays during training.

Responsibilities

• Manage inbound call inquiries for a client about mortgage escrow and tax questions.
• Identify customer needs, research using up to ten portals, and provide accurate solutions and guidance.
• Document discussions accurately and use internal tools/processes for escalation.
• Use multiple contact center management systems/agent desktop software (e.g., Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, ZOOM).
• Consistently meet or exceed individual production metrics and quality KPIs, including client contractual service levels.
• Act professionally, adhere to schedule and attendance guidelines.

Qualifications

• High‑school diploma, GED, or equivalent.
• At least one year of customer service/support experience.
• At least one year of tech proficiency with MS Office, heavy use of MS Teams or Google Suite, and a client management system.
• Ability to work in a structured, high‑volume, fast‑paced environment while maintaining attention to detail.
• Must meet or exceed personal KPIs, adhere to schedule/attendance and deliverables.

• Preferred: Bachelor’s or associate degree.
• Experience in tax, banking, mortgage, or real‑estate industry.
• Contact center experience.
• Hands‑on proficiency in contact center/workforce engagement management agent software, preferably Cisco Finesse or Calabrio.

Benefits

• Generous PTO and 11 paid holidays.
• Up to 16 weeks fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support.
• 401(k) with company match and vesting after one year.
• $400 annual well‑being stipend and tuition assistance up to $5,250.
• Recognition rewards, referral bonuses, exclusive discounts.

Equal Opportunity Statement

Cotality is an Equal Opportunity employer committed to attracting and retaining the best‑qualified people, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or veteran status. Cotality maintains a Drug‑Free Workplace.