Senior Customer Care Specialist: Tax & Client Support

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

Benefits offered by this job

Generous PTO and holidays

Health coverage options

401(k) with company match

Tuition assistance

Well-being stipend

Parental leave benefits

Employee discounts

Recognition rewards

Job summary

Cotality is looking for a Customer Care Senior Associate to connect clients with their customers in a fast-paced production environment. You will handle inquiries via phone, email and chat, delivering professional service and accurate solutions while maintaining meticulous attention to detail.

Ideal candidates have 5+ years in customer support, excellent communication, and the ability to navigate multiple systems. You’ll support training, meet tight deadlines and uphold high service standards.

Qualifications

• High school diploma, GED or equivalent required; college degree preferred.
• 5+ years of experience in an applicable customer support role or relevant education.
• Tax/banking/mortgage/real estate/financial services industry experience preferred.
• Minimum 3 years of contact center experience.
• Strong written and verbal communication and active listening skills.
• Able to retrieve, query and update multiple systems simultaneously.
• Excellent problem-solving, critical thinking and adaptability.
• Demonstrates patience, empathy and teamwork.

Responsibilities

• Manages inbound tax inquiries escalated from Tier 1 agents; acts as extension of the client.
• Performs outreach to borrowers via outbound and inbound calls.
• Troubleshoots issues and provides guidance to customers and internal stakeholders.
• Documents customer interactions per established process.
• Handles challenging customers with professionalism and clarity.
• Participates in new hire training (chat, side by sides, etc.).
• Builds product/process knowledge to service customers within guidelines.
• Navigates up to 10 systems to service inquiries.
• Meets production metrics and quality targets; adheres to schedule.

Skills

Customer support

Communication

Problem solving

Typing 35 wpm

Microsoft Office

Multitasking

Empathy

Education

High school diploma or GED

College degree preferred

Tools

Microsoft Office

Job description

Cotality is looking for a Customer Care Senior Associate to connect clients with their customers in a fast-paced production environment. You will handle inquiries via phone, email and chat, delivering professional service and accurate solutions while maintaining meticulous attention to detail.

Ideal candidates have 5+ years in customer support, excellent communication, and the ability to navigate multiple systems. You’ll support training, meet tight deadlines and uphold high service standards.