Senior Customer Care Associate (Property Tax)

CoreLogic; Texas; Hybrid; USD 40.000 - 46.000; Vollzeit

Benefits dieser Stelle

Generous PTO

11 paid holidays

Health coverage

401(k) with match

Tuition assistance

Zusammenfassung

Cotality is seeking a Customer Care Senior Associate to connect clients and their customers in a fast-paced production environment. You will handle inquiries via phone, email, and chat with a strong focus on service excellence and attention to detail.

With 5+ years in customer support and excellent communication, you will navigate multiple systems to resolve issues, while maintaining professional, proactive engagement. This hybrid role offers a competitive salary and benefits.

Qualifikationen

• High school diploma or GED 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/ financial services industry experience preferred.

Aufgaben

• Manage inbound tax inquiries escalated from Tier 1 customer care agents for the client.
• Provide outreach to borrowers via outbound and inbound calls.
• Address customer issues with effective solutions and proactive guidance.
• Document customer interactions accurately per established processes.
• Meet personal and team production metrics and attendance guidelines.

Kenntnisse

Customer service

Communication

Problem solving

Time management

Typing speed 35wpm+

Ausbildung

High school diploma or GED

College degree preferred

Tools

Microsoft Office

CRM systems

Jobbeschreibung

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it’s a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we’re working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you’ll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.

JOB DUTIES

• Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client, acting as an extension of our client
• Provides outreach and updates to borrowers via outbound and inbound calls
• Acts confidently in their role with little reliance on additional support
• Effectively considers the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders.
• Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
• Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
• Builds product and process knowledge to effectively interact with customers, within business guidelines
• Identify customers’ needs, research client systems, utilize tools to interpret and analyze data
• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
• Accurately documents customer interactions per established process.
• Ability to handle challenging customers effectively
• Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
• Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
• Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.
• Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
• May assist with escalated issues per business guidelines
• Meet personal/team production metrics and quality targets
• Must adhere to strict schedule and meet attendance guidelines

Job 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.
• Has a 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

#LI-Hybrid

Annual Pay Range:

39,500 - 45,760 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.

• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.

• Health: Multiple medical plan options with mental health and wellness support offerings.

• Retirement: 401(k) with company match and vesting after one year.

• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.

• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunityemployer committed to attracting and retaining thebest-qualified people available, without regard torace, color, religion, national origin, gender, sexualorientation, gender identity, age, disability or statusas a veteran of the Armed Forces, or any other basisprotected by federal, state or local law. Cotalitymaintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone’s uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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