Customer Experience Lead: Client Success & Ops

943366404 CoreLogic Tax Services, LLC; United States; On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Health coverage

401(k) with match

Well-being stipend

Tuition assistance

Job summary

Cotality is seeking a senior client operations leader to drive a seamless client experience and coach a team of customer care associates. You will manage relationships, performance, and accountability through regular status meetings and business reviews, ensuring high quality and timely communications across stakeholders.

Ideal candidates bring 5+ years in escrow/real estate, strong leadership, and the ability to analyze data to improve service delivery.

Qualifications

• Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry.
• 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience.
• Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture.
• Exceptional leadership skills, including team-building and emotional intelligence.
• Excellent written and oral communication skills, including the ability to communicate complex data clearly to multiple audiences.
• Experience managing geographically distributed teams; familiarity with MSP/BlackKnight and Sagent a plus.
• Lean Six Sigma training and/or experience is a plus.

Responsibilities

• Collaborate with internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, and adhering to SLAs.
• Maintain effective email communication to meet client expectations in a timely and professional manner.
• One-on-one coaching, counseling, and training of customer care associates.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control.
• Monitor the quality of calls and provide feedback to customer care associates.
• Develop and measure KPIs at team and individual levels to gauge operational effectiveness.
• Interviewing and selection of new employees; train and lead staff in departmental operations.
• Present data to drive vision and priorities with internal and external stakeholders.

Job description

Cotality is seeking a senior client operations leader to drive a seamless client experience and coach a team of customer care associates. You will manage relationships, performance, and accountability through regular status meetings and business reviews, ensuring high quality and timely communications across stakeholders.

Ideal candidates bring 5+ years in escrow/real estate, strong leadership, and the ability to analyze data to improve service delivery.