Senior Customer Care Specialist

Cotality; Oxford (MS); On-site; USD 40,000 - 46,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Well-being stipend

401(k) with company match

Job summary

Cotality is seeking a Customer Care Senior Associate to connect clients and their customers with a service-first mindset. You will handle inquiries via phone, email, and chat, address concerns, and craft effective solutions while maintaining a professional demeanor.

The role emphasizes attention to detail, rapid issue resolution, and collaboration with teams. A strong background in customer support and financial services is preferred since the position requires handling time-sensitive inquiries

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

Responsibilities

• Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client
• Provides outreach and updates to borrowers via outbound and inbound calls
• Acts confidently in their role with little reliance on additional support
• Evaluates end-to-end processes when troubleshooting and guiding customers and internal stakeholders
• Maintains professional behavior while assisting with resolutions
• Participates in new hire training support (chat, side by sides)
• Builds product/process knowledge to interact with customers within guidelines
• Identifies customer needs, researches client systems, uses tools to interpret data
• Uses up to 10 systems to service inquiries
• Documents customer interactions per established process
• Delivers accurate solutions and educates customers when appropriate
• Builds trust by solving issues quickly and adding value
• Docs inquiries and uses internal tools for next-level resolution
• Meets or exceeds inquiry response times per client SLAs
• May assist with escalated issues per guidelines
• Meets personal/team production and quality targets
• Adheres to strict schedules and attendance requirements

Skills

Customer service

Communication

Typing 35 wpm

Microsoft Office

Multitasking

Data entry

Problem solving

Education

High school diploma or GED

College degree preferred

Tools

Microsoft Office

Job description

Cotality is seeking a Customer Care Senior Associate to connect clients and their customers with a service-first mindset. You will handle inquiries via phone, email, and chat, address concerns, and craft effective solutions while maintaining a professional demeanor.

The role emphasizes attention to detail, rapid issue resolution, and collaboration with teams. A strong background in customer support and financial services is preferred since the position requires handling time-sensitive inquiries