Sr Associate, Customer Care

Cotality; Dallas (TX); On-site; USD 39,500 - 45,760; Full time

Benefits offered by this job

Generous PTO

401(k) with company match

Tuition assistance

Job summary

Cotality, based in Dallas, Texas, is seeking a Customer Support Agent to manage client inquiries and provide excellent service. The ideal candidate will have over 5 years of experience in customer support, preferably within the financial services industry.

Responsibilities include handling complex inquiries, building strong customer relationships, and adhering to strict performance metrics. The role offers a competitive salary range and comprehensive benefits including generous PTO, parental leave, and a 401(k) plan.

Qualifications

• 5+ years of experience in a customer support role required.
• Minimum of 3 years contact center experience.
• Passion for service excellence.

Responsibilities

• Manages inbound inquiries on behalf of client.
• Identifies customers' needs and provides accurate solutions.
• Documents discussions of inquiries accurately.

Skills

Customer service

Problem-solving

Analytical skills

Communication skills

Organizational skills

Education

High school diploma or equivalent

College degree (preferred)

Tools

Microsoft Office

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.

Job Description

• Manages inbound inquiries on behalf of client, acting as an extension of our client.
• Acts in a professional and appropriate manner while assisting with a resolution of the issue/question.
• Builds product and process knowledge to effectively interact with customers within business guidelines.
• Identifies customers’ needs, researches using various systems, utilizes tools to interpret and analyze data.
• Handles complex use of up to ten different systems to service customer inquiries.
• 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 documents discussions of inquiries and leverages internal tools/process for next‑level resolution needs.
• Consistently meets or exceeds inquiry response times, some of which may be required by client contractual service levels.
• Escalates issues according to business processes and timelines.
• Meets personal and team production metrics and quality targets.
• Must adhere to a 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.
• Experience in the tax, banking, mortgage, real estate, credit, or other financial services industry strongly preferred.
• Minimum of 3 years of contact center experience required.
• 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, and update systems using multiple screens simultaneously.
• Strong organizational and time‑management skills to operate effectively in a fast‑paced, high‑volume environment.
• Typing ability of 35 words per minute or faster.
• Demonstrated knowledge of and experience with Microsoft Office products preferred.
• Ability to work in a structured, high‑volume, fast‑paced environment while maintaining attention to detail.
• Ability to identify customer issues and determine appropriate tasks.
• Must successfully adhere to schedule, attendance, and required deliverables or deadlines.
• Demonstrates patience and empathy and has the ability to work collaboratively with others.

Annual Pay Range

39,500 - 45,760 USD

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.
• Recognition rewards, referral bonuses, exclusive discounts and more.

EEO Statement

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.