Contact Center Customer Care Associate

943366404 CoreLogic Tax Services, LLC; United States; Vor Ort; USD 40.000 - 41.600; Vollzeit

Benefits dieser Stelle

PTO

Parental leave

Tuition assistance

Wellness stipends

Zusammenfassung

Cotality is seeking a Contact Center Customer Care Associate to manage inquiries regarding mortgage escrow and tax questions. The role involves using multiple systems to educate customers and document interactions.

Qualified candidates must have a high school diploma and at least one year of customer service experience. Compensation ranges from $40,000 to $41,600 annually, with benefits including PTO, health options, and retirement plans.

Qualifikationen

• 1+ years experience in a customer service/customer support role.
• Proficiency with contact center management software.
• Ability to meet or exceed personal KPIs in a structured environment.

Aufgaben

• Manage inbound call inquiries regarding mortgage escrow and tax questions.
• Interpret and analyze data to provide accurate solutions.
• Document discussions and leverage internal tools for resolutions.

Kenntnisse

Customer service experience

Tech proficiency with MS Office or Google Suite

Attention to detail

Ability to work in a fast-paced environment

Ausbildung

High school diploma, GED or equivalent

Bachelor’s or associate degree

Tools

Salesforce

Cisco Finesse

Zoho Desk

Freshdesk

Calabrio

Avaya/Verint

Genesys

Five9

ZOOM International

Jobbeschreibung

Overview

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 team uses our network, scale, connectivity and technology to drive the largest asset class in the world. 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.

Role

Contact Center Customer Care Associate

Location

Office: 4545 E River Rd Ste 220, W Henrietta, NY 14586. Candidates should live within a commutable distance to this site.

Training

New hires receive 4 weeks of training, often via virtual classroom with instructor-led sessions. Training includes on-the-job training and call shadowing. On-site for training: Monday-Thursday, with remote option on Fridays. Training hours: Monday–Friday, 9:00am – 6:00pm.

Schedule

Center hours: 7:50am–9:00pm Central, Monday – Friday. Post-training, a hybrid model may apply: 1 day onsite (Thursday) and 4 days remote, depending on performance. Schedule may change based on business needs. After Week 7, shifts may start earlier than 8:00am or end after 5:00pm, within center hours; adherence is required.

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 multiple systems (up to 10 portals), interpret and analyze data, provide accurate solutions and guidance, and educate customers.
• Actively and accurately document discussions and leverage internal tools/processes for next-level resolution.
• Master the use of multiple contact center management systems/agent desktop software solutions (e.g., Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, or ZOOM International).
• Consistently meet or exceed individual production metrics and quality KPIs as required by client service levels.
• Maintain professional conduct and adhere to a strict schedule and attendance guidelines.

Job Qualifications

Basic Qualifications

• High school diploma, GED or equivalent
• 1+ years 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 with attention to detail
• Must meet or exceed personal KPIs and adhere to schedule/attendance and deadlines

Preferred Qualifications

• Bachelor’s or associate degree
• Tax/banking/mortgage/real estate industry servicing experience
• Contact Center experience
• Proficiency with contact center/workforce engagement management software (e.g., Cisco Finesse, Calabrio) and multi-screen querying

Compensation & Benefits

Compensation Range: $40,000 - $41,600 annually. Benefits include PTO, holidays, parental leave, health options, retirement plan with company match, tuition assistance, wellness stipends, and other perks depending on role classification.

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 veteran status. Cotality maintains a Drug-Free Workplace. Reasonable accommodations for applicants with disabilities may be provided upon request.

Additional

Privacy and compliance: By applying, you acknowledge our privacy policy and terms. For questions about accommodations, contact Careers at Cotality.