Hybrid Mortgage Support Agent – Inbound Care

CoreLogic; Dallas (TX); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Generous PTO & 11 paid holidays

Parental leave up to 16 weeks + babySt

Multiple medical plan options

401(k) with company match

Well-being stipend

Tuition assistance

Job summary

Cotality in Irving, TX is hiring a Contact Center Customer Care Associate to deliver professional customer support for mortgage escrow and tax inquiries. You will handle 22-25 inbound calls daily and guide clients to accurate resolutions.

You’ll use multiple systems (Salesforce, Cisco Finesse, Calabrio, Zoho Desk, Freshdesk, Genesys, Five9) and collaborate with teams to meet KPIs while maintaining a courteous, compliant service standard. Training is on-site with some remote work options.

Qualifications

• 1+ years in customer service role
• 1+ years of tech proficiency with MS Office and collaboration tools
• Ability to work in a high-volume, fast-paced environment
• Must meet KPIs, adhere to schedule and deadlines

Responsibilities

• Manage inbound calls (22–25 per day) for mortgage escrow/tax questions
• Identify needs, research across up to 10 portals, interpret data to provide solutions
• Document discussions and escalate for next-level resolution
• Master multiple contact center systems (Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, ZOOM)
• Meet or exceed production metrics and quality KPIs
• Maintain professionalism and adhere to schedule and attendance guidelines

Skills

Customer service

MS Office

MS Teams

Google Suite

CRM systems

Attention to detail

Punctuality/attendance

Education

High school diploma / GED

Bachelor's degree

Associate degree

Tools

Salesforce

Cisco Finesse

Zoho Desk

Freshdesk

Calabrio

Avaya/Verint

Genesys

Five9

ZOOM International

Job description

Cotality in Irving, TX is hiring a Contact Center Customer Care Associate to deliver professional customer support for mortgage escrow and tax inquiries. You will handle 22-25 inbound calls daily and guide clients to accurate resolutions.

You’ll use multiple systems (Salesforce, Cisco Finesse, Calabrio, Zoho Desk, Freshdesk, Genesys, Five9) and collaborate with teams to meet KPIs while maintaining a courteous, compliant service standard. Training is on-site with some remote work options.