Hybrid Mortgage Escrow Support Agent

CoreLogic; Maine; Hybrid; USD 31,000 - 42,000; Full time

Benefits offered by this job

PTO and holidays

Parental leave

Health coverage

401(k) retirement plan

Well-being stipend

Tuition assistance

Recognition rewards

Referral bonuses

Employee discounts

Job summary

Cotality is seeking a Contact Center Customer Care Associate to deliver high-quality service across mortgage escrow and tax inquiries. You will work in a fast-paced environment, using multiple systems to resolve issues and educate customers.

The role offers a hybrid schedule with on-site training and remote work options, emphasizing KPI achievement, professionalism, and strong communication skills. Join a diverse team focused on client success.

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.

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, 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.

Skills

Customer service

MS Office

Data entry

Attention to detail

Time management

Education

High school diploma or equivalent

Bachelor’s or associate degree preferred

Tools

Salesforce

Cisco Finesse

Zoho Desk

Freshdesk

Calabrio

Genesys

Five9

Job description

Cotality is seeking a Contact Center Customer Care Associate to deliver high-quality service across mortgage escrow and tax inquiries. You will work in a fast-paced environment, using multiple systems to resolve issues and educate customers.

The role offers a hybrid schedule with on-site training and remote work options, emphasizing KPI achievement, professionalism, and strong communication skills. Join a diverse team focused on client success.