Hybrid Mortgage Support Specialist

Cotality; Dallas (TX); Hybrid; USD 32,000 - 48,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Job summary

Cotality in Irving, TX is seeking a Contact Center Customer Care Associate to greet clients and handle inbound inquiries, primarily about mortgage escrow and tax questions. Training is 4 weeks, on-site Monday-Thursday with Fridays optional remote; hours 8:00am–5:00pm.

Post-training, a hybrid schedule with 1 day onsite and 4 days remote; must meet KPIs and maintain attention to detail. Benefits include generous PTO, holidays, parental leave, health coverage and 401(k) match.

Qualifications

• High school diploma, GED or equivalent.
• 1+ years of customer service experience.
• 1+ years of tech proficiency with MS Office, MS Teams or Google Suite and a client management system.
• Ability to work in a structured, high-volume environment with attention to detail.
• Must meet or exceed KPIs and adhere to schedules.

Responsibilities

• Manage inbound call inquiries (22-25 per day) for mortgage escrow and tax questions.
• Identify customer needs and research across multiple portals to provide accurate solutions.
• Document discussions and use internal tools for next-level resolution.
• Master contact center software solutions (Salesforce, Finesse, Zoho Desk, Calabrio, etc.).
• Meet or exceed production metrics and quality KPIs.
• Maintain professional conduct and adhere to schedule.

Skills

Customer service

MS Office

MS Teams

Google Suite

Data entry

Education

High school diploma

GED

Bachelor's degree

Tools

Salesforce

Cisco Finesse

Calabrio

Zoho Desk

Five9

Job description

Cotality in Irving, TX is seeking a Contact Center Customer Care Associate to greet clients and handle inbound inquiries, primarily about mortgage escrow and tax questions. Training is 4 weeks, on-site Monday-Thursday with Fridays optional remote; hours 8:00am–5:00pm.

Post-training, a hybrid schedule with 1 day onsite and 4 days remote; must meet KPIs and maintain attention to detail. Benefits include generous PTO, holidays, parental leave, health coverage and 401(k) match.