Remote Mortgage Escrow Support Specialist

943366404 CoreLogic Tax Services, LLC; Austin (TX); Hybrid; USD 38,000 - 52,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Medical plan options

401(k) with company match

Well-being stipend

Tuition assistance

Referral bonuses

Job summary

Cotality is seeking a Contact Center Customer Care Associate to handle inbound mortgage escrow and tax questions, document conversations, and provide accurate solutions using Salesforce, Cisco Finesse, Zoho Desk and other tools.

Four weeks of onsite training, then a hybrid schedule: one day onsite (Tuesday) and four days remote, with possible shifts after week seven. Requires a highschool diploma and at least one year of customer service experience; tax/real estate experience is a plus.

Qualifications

• High-school diploma or GED or equivalent.
• At least one year of customer service experience.
• At least one year of tech proficiency with MS Office, MS Teams (or Google Suite) and a client management system.
• Ability to work in a structured, high-volume, fast-paced environment while maintaining accuracy.
• Must meet or exceed personal KPIs and adhere to schedule.

Responsibilities

• Handle inbound inquiries about mortgage escrow and tax questions.
• Identify customer needs, research using multiple portals, and provide accurate solutions.
• Document discussions and escalate via internal tools.
• Use contact center software like Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, Zoom.
• Meet or exceed production metrics and quality KPIs.

Skills

Customer service

Attention to detail

KPI-driven

Education

High-school diploma or GED

Bachelor’s or associate degree (preferred)

Tools

Salesforce

Cisco Finesse

Zoho Desk

Freshdesk

Calabrio

Avaya/Verint

MS Office

MS Teams

Google Suite

Job description

Cotality is seeking a Contact Center Customer Care Associate to handle inbound mortgage escrow and tax questions, document conversations, and provide accurate solutions using Salesforce, Cisco Finesse, Zoho Desk and other tools.

Four weeks of onsite training, then a hybrid schedule: one day onsite (Tuesday) and four days remote, with possible shifts after week seven. Requires a highschool diploma and at least one year of customer service experience; tax/real estate experience is a plus.