Contact Center Customer Care Associate

Cotality; Austin (TX); Hybrid; USD 42,981,000 - 57,308,000; Full time

Benefits offered by this job

Time off: Generous PTO and holidays

Health options

Job summary

Cotality in Austin, Texas is hiring a Contact Center Customer Care Associate to join a fast-paced production environment. You will greet clients professionally, resolve mortgage escrow and tax questions, and ensure customer satisfaction through accurate, systematized support.

New hires undergo four weeks of onsite training, then a hybrid schedule with 1 day onsite and 4 days remote. The role emphasizes KPI targets, data accuracy, and professional conduct in a customer-focused setting.

Qualifications

• High school diploma, GED or equivalent.
• 1+ years of experience in a customer service/customer support role.
• 1+ years 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 attention to detail.
• Must meet or exceed personal KPIs and adhere to schedules.

Responsibilities

• Manage inbound call inquiries (approximately 22–25 per day) for mortgage escrow and tax questions.
• Identify customer needs, researching across multiple portals to provide accurate solutions.
• Document discussions and use multiple systems for next-level resolution.
• Master use of contact center tools (Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9).
• Consistently meet or exceed production metrics and quality KPIs.

Skills

Customer service

MS Office

MS Teams

Google Suite

KPI driven

Education

High school diploma or GED

Tools

Salesforce

Cisco Finesse

Calabrio

Five9

Job description

Introduction

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.

About the role

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

Location:

Our office is located at 1825A Kramer Lane Austin, Texas 78758. 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 of working 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.

At Week 7 and after, employees could be assigned a schedule which could include coming in earlier than 8:00am, or working later than 5:00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions.

What you will be doing:

• Successfully manage inbound call inquiries (approximately 22-25 per day) on behalf of a Cotality client regarding mortgage escrow and tax questions
• 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)
• 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
• 1+ years of experience in a customer service/customer support role
• 1+ years of Tech proficiency with MS Office, with 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 successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines

Preferred Qualifications:

• A bachelor’s or associate degree Tax/banking/mortgage/real estate industry servicing experience
• Contact Center experience
• 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 #LI-Hybrid

Application Window:

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

Looking for a Remote role? Please navigate to "location" and filter on desired country under the "locations". ex: United States, Canada, United Kingdom, India

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.

Benefits

Highlights, depending on role classification, 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!

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.

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 will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

If you need reasonable accommodation to complete the on-line application, please contact Talent Acquisition at [e-mail] or 1-866-224-2086.

Please include the following information in your email: The specific accommodation you’re requesting to complete an employment application the position you are applying for (job title and/or job number)

Do you represent a third-party organization supporting individuals with disabilities? You can contact us at [e-mail]. Please allow up to three business days to receive a response. Please include the following information in your email: Your organization’s name Organization’s location(s) Brief description of your need

Cotality is aware of schemes involving fraudulent job postings on third-party employment search sites and/or individual(s) or entities claiming to be employees of Cotality. Those involved are offering fraudulent employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Cotality or a Cotality recruiter, please contact Cotality at [e-mail].

Please be advised that all legitimate correspondence from a Cotality employee will come from "@Cotality.com" or "@CoreLogic.com" email accounts. Cotality will not interview candidates via text or email. Our interviews will be conducted by recruiters and leaders via the phone, zoom/teams or in an in-person format. Cotality will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.