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About the Role

As a Customer Care Senior Associate at Cotality, you will play a pivotal role connecting clients and their customers, demonstrating dedication to service excellence. This position requires exceptional attention to detail and critical thinking skills, with a focus on professionalism and customer satisfaction. You will address concerns, craft solutions, and anticipate inquiries using multiple communication channels.

Responsibilities

Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client, acting as an extension of our client
Provides outreach and updates to borrowers via outbound call
Acts confidently in their role with little reliance on additional support
Effectively considers the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders
Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
Builds product and process knowledge to effectively interact with customers, within business guidelines
Identify customers’ needs, research client systems, utilize tools to interpret and analyze data
Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
Accurately documents customer interactions per established process
Ability to handle challenging customers effectively
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 document discussions of inquiries and leverage internal tools for next-level resolution needs
Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
May assist with escalated issues per business guidelines
Meet personal/team production metrics and quality targets
Must adhere to strict schedule and meet attendance guidelines

Requirements

High school diploma, GED or equivalent is required
3+ years previous experience in a customer support role required
Tax/banking/mortgage/real estate Industry 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, 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
Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
Ability to identify customer issues and identify appropriate tasks
Must successfully adhere to schedule, attendance and required deliverables/deadlines
Demonstrates patience and empathy and have the ability to work collaboratively with others

Skills

Microsoft
Customer service
Active listening
Problem-solving
Critical thinking
Analytical skills
Organization
Time management
Typing
Communication

Location

Remote

Work Type

Full-time

Experience Level

Senior

Education Level

High school diploma or equivalent
Bachelor's degree preferred

Salary/Compensations

38,500 - 45,760 USD

Benefits

Generous PTO and 11 paid holidays
Well-being and volunteer time off
Up to 16 weeks of fully paid parental leave
Baby stipend
Multiple medical plan options with mental health and wellness support offerings
401(k) with company match
Vesting after one year
$400 annual well-being stipend
Tuition assistance up to $5,250
Recognition Rewards
Referral bonuses
Exclusive discounts

About the Company

Cotality is 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.
CoreLogic will now be called Cotality!
Our new brand reflects our commitment to delivering innovative solutions and building deep relationships.
We are a growing company with a people-first culture which has earned us Great Place to Work recognitions in six countries.

Equal Opportunity

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.