Sr Associate, Customer Care

Cotality; United States; On-site; USD 39,500 - 45,760; Full time

Benefits offered by this job

Generous PTO

Paid holidays

Parental leave

Health coverage

401(k)

Job summary

Cotality is seeking an experienced customer support professional to manage inbound inquiries, act as an extension of our client teams, and deliver accurate solutions with a focus on speed and quality.

Ideal candidates bring 5+ years in support, excellent communication, and strong problem-solving abilities. A high-volume, fast-paced environment requires reliability and detailed documentation. Benefits and career growth opportunities are included.

Qualifications

• 5+ years in a customer support role.
• Strong written and verbal communication.
• Experience with Microsoft Office suite.
• Typing 35 wpm or faster.
• Financial services or real estate sector experience preferred.

Responsibilities

• Handle inbound inquiries as an extension of our client.
• Provide accurate solutions and guidance to customers.
• Document discussions and escalate when needed.
• Meet productivity and quality targets in a high-volume environment.
• Maintain strict adherence to schedules and deadlines.

Skills

Customer support

Communication

Typing 35 wpm

Microsoft Office

Analytical skills

Time management

Education

High school diploma

GED

College degree preferred

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’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:

• 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, research using various systems, utilizes tools to interpret and analyzes data
• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
• 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 leverage internal tools/process for next-level resolution needs
• Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
• Escalates issues according to business processes and timelines
• Meets 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

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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