Senior Client Care Specialist — Real Estate & Tax Support

Cotality; Irving (TX); On-site; USD 40,000 - 46,000; Full time

Benefits offered by this job

Generous PTO and holidays

Parental leave up to 16 weeks

Health plans and wellness support

401(k) with company match

Tuition assistance up to 5250 USD

Job summary

Cotality is seeking a Customer Care Senior Associate to connect clients and their customers in a fast-paced production environment. You will deliver service excellence, address concerns, and craft effective solutions with a professional demeanor and a positive attitude.

The role requires 5+ years in customer support, strong communication, problem solving, and the ability to navigate multiple systems. You will thrive in a high-volume setting, meet deadlines, and contribute to training and

Qualifications

• High school diploma, GED or equivalent required; college degree preferred.
• 5+ years of experience in an applicable customer support role required, or relevant education in lieu of experience.
• Tax/banking/mortgage/real estate/Credit or other financial services industry experience strongly preferred.
• Minimum of 3 years of Contact Center experience is required.
• Demonstrates passion for service excellence.
• Strong written and verbal communication skills along with excellent customer service and active listening skills.
• Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change.
• Strong computer skills to retrieve, query, update systems using multiple screens simultaneously.
• Organization and time management skills to operate effectively in a fast paced, high volume environment.
• Typing ability of 35wpm+.
• Demonstrated knowledge of and experience with Microsoft suite/products preferred.
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail.
• Ability to identify customer issue and identify appropriate task.
• Must successfully adhere to schedule, attendance and required deliverables/deadlines.
• Demonstrates patience and empathy and have the ability to work collaboratively with others.

Responsibilities

• Manage inbound tax inquiries escalated from Tier 1 customer care agents for the client.
• Provide outreach and updates to borrowers via outbound and inbound calls.
• Act confidently with minimal reliance on additional support.
• Troubleshoot end-to-end processes and guide customers and internal stakeholders.
• Maintain professional conduct while assisting with resolutions/answers.
• Participate in new hire training (chat, side-by-sides).
• Build product and process knowledge to interact with customers within guidelines.
• Identify customer needs, research client systems, and analyze data.
• Use up to 10 systems to service customer inquiries.
• Document customer interactions per process.
• Provide accurate solutions and educate customers where appropriate.
• Build trust through quick, efficient issue resolution and value.
• Document discussions and leverage internal tools for next-level resolution needs.
• Meet or exceed inquiry response times and client SLAs.
• May assist with escalated issues per guidelines.
• Meet personal/team production metrics and quality targets.
• Adhere to schedule and attendance guidelines.

Skills

Customer service

Communication skills

Active listening

Problem solving

Critical thinking

Attention to detail

Time management

Empathy

Collaboration

Typing 35 wpm

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

CRM software

Microsoft Excel

Job description

Cotality is seeking a Customer Care Senior Associate to connect clients and their customers in a fast-paced production environment. You will deliver service excellence, address concerns, and craft effective solutions with a professional demeanor and a positive attitude.

The role requires 5+ years in customer support, strong communication, problem solving, and the ability to navigate multiple systems. You will thrive in a high-volume setting, meet deadlines, and contribute to training and