Contact Center Customer Care Associate

943366404 CoreLogic Tax Services, LLC; Irving (TX); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave (up to 16 weeks)

Medical plan options

401(k) with company match

Well-being stipend

Tuition assistance

Recognition rewards

Referral bonuses

Job summary

CoreLogic Tax Services, LLC is seeking a Contact Center Customer Care Associate in Irving, TX. You will greet customers, handle mortgage escrow and tax inquiries, and deliver accurate guidance across multiple portals and systems. The role emphasizes professional interaction and meeting production targets.

The position offers on-site training with hybrid work after onboarding, supporting a balance of in-office and remote work. Strong MS Office/Teams and customer service experience are preferred.

Qualifications

• 1+ years of experience in a customer service role.
• 1+ years of tech proficiency with MS Office, MS Teams, or Google Suite.
• Ability to work in a high volume, fast-paced environment with attention to detail.
• Must meet personal KPIs and adhere to schedule/attendance.

Responsibilities

• Handle inbound call inquiries (approx. 22–25 per day) for mortgage escrow and tax questions.
• Research using multiple portals, interpret data, and provide accurate solutions.
• Document discussions and utilize internal tools for resolution.
• Use contact center software like Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM.
• Meet or exceed production metrics and quality KPIs.
• Maintain professional conduct and adhere to schedule and attendance guidelines.

Skills

Customer service

MS Office

MS Teams

Google Suite

KPIs

Attendance

Education

High school diploma

Bachelor's degree

Tools

Cisco Finesse

Calabrio

Job description

About the Role

Contact Center Customer Care Associate within a dynamic production environment. This role serves as the welcoming face of the company, providing professional customer interactions with a focus on satisfaction.

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. Training includes on‑job training and call shadowing. The role is 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. 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. Adherence to working these hours is required, no exceptions.

Responsibilities

• 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, and provide accurate solutions and guidance.
• Actively and accurately document 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.

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, 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.

Benefits

• Generous PTO and 11 paid holidays, plus well‑being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 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 and more.

Equal Opportunity Employer

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.