Sr. Associate, Consumer Services

Cotality; San Diego (CA); On-site; USD 44,000 - 50,000; Full time

Benefits offered by this job

Generous PTO and 11 holidays

Parental leave (up to 16 weeks)

Medical plan options + mental health

401(k) with company match

Well-being stipend

Rewards and referral bonuses

Job summary

Cotality is seeking a consumer care specialist in San Diego to review, analyze, and respond to consumer inquiries across multiple channels. You will apply regulatory guidelines, resolve escalated issues, and guide teammates on complex cases to ensure timely, accurate processing of requests.

The role emphasizes independent work, attention to detail, and adherence to service level agreements in a dynamic, data-driven environment.

Qualifications

• Experience in consumer care or customer service.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication across channels.
• Thorough understanding of regulatory requirements and compliance procedures.
• Ability to work independently while supporting team objectives.
• Proven track record of meeting deadlines and service level agreements.

Responsibilities

• Review, analyze, and determine actions based on consumer correspondence and requests.
• Communicate effectively with consumers through multiple channels to address inquiries and concerns.
• Conduct comprehensive research to process consumer requests accurately and efficiently.
• Ensure strict compliance with business procedures and regulatory guidelines in all consumer interactions.
• Provide subject matter expertise and guidance to team members on complex consumer care issues.
• Handle and resolve escalated consumer issues requiring advanced problem-solving skills.
• Address complex consumer challenges through critical thinking and innovative solutions.
• Support and motivate team members in alignment with business objectives and priorities.
• Process consumer requests independently with minimal supervision or guidance.
• Maintain meticulous attention to detail while managing multiple consumer cases.
• Complete consumer request processing within regulated timeframes and service level agreements.
• Utilize advanced verbal and written communication skills to ensure clear and professional interactions.

Skills

Customer service

Communication

Regulatory compliance

Analytical thinking

Job description

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 is 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

Review, analyze, and determine appropriate actions based on consumer correspondence and requests. Communicate effectively with consumers through multiple channels to address inquiries and concerns. Conduct comprehensive research to process consumer requests accurately and efficiently. Ensure strict compliance with business procedures and regulatory guidelines in all consumer interactions. Provide subject matter expertise and guidance to team members on complex consumer care issues. Handle and resolve escalated consumer issues requiring advanced problem‑solving skills. Address complex consumer challenges through critical thinking and innovative solutions. Support and motivate team members in alignment with business objectives and priorities. Process consumer requests independently with minimal supervision or guidance. Maintain meticulous attention to detail while managing multiple consumer cases. Complete consumer request processing within regulated timeframes and service level agreements. Utilize advanced verbal and written communication skills to ensure clear and professional interactions.

Job Qualifications

Demonstrated experience in consumer care, customer service, or account services. Strong analytical and problem‑solving abilities to address complex consumer issues. Excellent verbal and written communication skills across various channels. Thorough understanding of regulatory requirements and compliance procedures. Ability to work independently while supporting team objectives. Proven track record of meeting time‑sensitive deadlines and service level agreements. Experience providing guidance and subject matter expertise to colleagues. Proficiency in researching and resolving escalated consumer issues. Detail‑oriented approach with strong critical thinking capabilities. Ability to adapt to changing priorities while maintaining quality of service. Experience handling sensitive consumer information with appropriate confidentiality.

Annual Pay Range: 43,500 - 50,003 USD

Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs. 2026-08-18

Benefits

• Generous PTO and 11 paid holidays, plus well‑being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 401(k) with company match and vesting after one year.
• $400 annual well‑being stipend and tuition assistance up to 5,250 USD.
• Recognition Rewards, Referral bonuses, exclusive discounts and more!

Equal Opportunity Employer

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.

Cotality maintains a Drug‑Free Workplace.

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

Cotality will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Our interviews will be conducted by recruiters and leaders via the phone, zoom/teams or in an in‑person format. Cotality will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.

We are aware of schemes involving fraudulent job postings on third‑party employment search sites and/or individual(s) or entities claiming to be employees of Cotality. Those involved are offering fraudulent employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Cotality or a Cotality recruiter, please contact Cotality at [e-mail].

Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company‑wide.