Hybrid-Remote Customer Care Manager

CoreLogic; Oxford (MS); Hybrid; USD 78,000 - 85,000; Full time

Benefits offered by this job

Generous PTO

Parental leave

Health coverage

401(k) with company match

Well-being stipend

Job summary

Cotality seeks a hybrid-remote Manager, Customer Care to lead a 15–18 person team delivering service excellence and client advocacy. You will ensure SLA adherence, coach staff, and drive high engagement and performance in a rapidly evolving omnichannel environment.

Responsibilities include KPI ownership (FCR, AHT, quality), NLPS target, and collaboration with cross-functional teams to maintain contract compliance and client trust.

Qualifications

• 5+ years of client-centric experience (real estate, mortgage, or escrow).
• 4+ years of leadership experience in a customer service environment.
• Bachelor’s degree or equivalent management experience.

Responsibilities

• Direct supervision of a 15–18-person Customer Care Tier 2 team.
• Oversee schedules, ACW targets, and utilization.
• Drive KPIs: FCR, AHT, and quality scores.
• Improve Net Promoter Score to 70 via compassionate service.
• Foster retention and nesting support for new hires.
• Lead adoption of omnichannel tools and AI agents.
• Manage client relationships and conduct business reviews.
• Collaborate with peers for aligned leadership.

Skills

Leadership

AI-powered tools experience

Schedule management

Education

Bachelor's degree or equivalent

Tools

MSP/BlackKnight

Sagent

Valon

iAssist

LSAM

Lean Six Sigma

Job description

Cotality seeks a hybrid-remote Manager, Customer Care to lead a 15–18 person team delivering service excellence and client advocacy. You will ensure SLA adherence, coach staff, and drive high engagement and performance in a rapidly evolving omnichannel environment.

Responsibilities include KPI ownership (FCR, AHT, quality), NLPS target, and collaboration with cross-functional teams to maintain contract compliance and client trust.