Contact Center Customer Care Associate

943366404 CoreLogic Tax Services, LLC; Oxford (MS); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Holiday schedule

Parental leave

Health plan

401(k)

Tuition assistance

Job summary

943366404 CoreLogic Tax Services, LLC is hiring a Contact Center Customer Care Associate in Oxford, MS. The role supports inbound calls on mortgage escrow and tax questions, providing accurate, data-driven solutions.

After a 4‑week onsite training, a hybrid schedule allows one day onsite (Wed) and four days remote, with potential shifts adjusted to business needs. Qualified candidates have 1+ year in customer service, be comfortable with MS Office, MS Teams or Google Suite, and client management

Qualifications

• 1+ year of customer service or support experience.
• 1+ year of proficiency with Microsoft Office, MS Teams or Google Suite, and client management systems.
• Ability to work in a structured, high‑volume environment while maintaining attention to detail.
• Commitment to meeting personal KPIs, attendance, and deliverables.

Responsibilities

• Handle 22–25 inbound calls per day regarding mortgage escrow and tax questions.
• Research customer needs using up to 10 portals and provide accurate solutions.
• Document discussions and use internal tools for escalation or resolution.
• Utilize center systems such as Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, or ZOOM International.
• Meet or exceed production metrics and quality KPIs as defined by clients.
• Maintain a professional demeanor and adhere to attendance and scheduling policies.

Skills

Customer service

Attention to detail

Communication

Time management

Education

Bachelor’s or associate degree

Tools

Microsoft Office

MS Teams

Google Suite

Salesforce

Job description

Contact Center Customer Care Associate

We are looking for a professional to serve as the welcoming face of our company, providing exceptional customer care in a dynamic contact center environment. The role involves handling inbound calls, addressing mortgage escrow and tax inquiries, and delivering accurate, data‑driven solutions to clients on behalf of the company.

Schedule & Work Model

Office hours: Monday–Friday, 6:50a.m. –8:00p.m. (Central). New hires undergo a 4‑week on‑site training program (Monday–Thursday, 8:00a.m. –5:00p.m.). After training, employees may work a hybrid schedule: one day onsite (Wednesday) and four days remotely. Schedule changes may occur after week7 to align with business needs, including earlier or later shifts within center hours. Adherence to the assigned schedule is required.

Responsibilities

• Manage 22–25 inbound calls per day regarding mortgage escrow and tax questions.
• Identify customer needs, research using up to 10 different portals, and provide accurate solutions and guidance.
• Document discussions and leverage internal tools for escalation or resolution.
• Use multiple contact center systems (e.g., Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, or ZOOM International).
• Consistently meet or exceed production metrics and quality KPIs, including client‑defined service levels.
• Maintain a professional demeanor at all times and adhere to attendance and scheduling policies.

Qualifications

Basic Requirements

• High school diploma, GED, or equivalent.
• 1+ year of customer service or support experience.
• 1+ year of technical proficiency with Microsoft Office, MS Teams or Google Suite, and client management systems.
• Ability to work in a structured, high‑volume environment while maintaining attention to detail.
• Commitment to meeting personal KPIs, attendance, and deliverables.

Preferred Qualifications

• Bachelor’s or associate degree.
• Experience in tax, banking, mortgage, or real estate industry servicing.
• Contact center experience.
• Hands‑on proficiency with contact center/workforce engagement tools (e.g., Cisco Finesse, Calabrio).
• Hybrid application management experience.

Benefits (Highlights)

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

Equal Opportunity Employer – We do not discriminate based on race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status. We maintain a drug‑free workplace and offer a supportive environment that values diverse perspectives.