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About the Role

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate. As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all.

Responsibilities

• Successfully manage inbound call inquiries (approximately 22-25 per day) on behalf of a Cotality client regarding mortgage escrow and tax questions
• Identify customers’ needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers
• Actively and accurately documents discussions of inquiries and leverage internal tools/processes for next-level resolution needs
• Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM International)
• Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels
• Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines

Requirements

• High school diploma, GED or equivalent
• 1+ years of experience in a customer service/customer support role
• 1+ years of Tech proficiency with MS Office, with heavy use of MS Teams, or Google Suite and a client management system
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
• Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines
• A bachelor’s or associate degree
• Tax/banking/mortgage/real estate industry servicing experience
• Contact Center experience
• Hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio

Skills

• MS Office
• MS Teams
• Google Suite
• Client management system
• Cisco Finesse
• Calabrio

Location

• 1825A Kramer Lane Austin, Texas 78758
• Commutable distance to site

Work Type

• Hybrid
• Onsite (during training)
• Remote (during training Fridays)
• Onsite (post-training Tuesdays)
• Remote (post-training 4 days)

Experience Level

• 1+ years of experience in a customer service/customer support role
• 1+ years of Tech proficiency

Education Level

• High school diploma
• GED
• Associate degree
• Bachelor's degree

Benefits

• Generous PTO
• 11 paid holidays
• Well-being time off
• Volunteer time off
• Up to 16 weeks of fully paid parental leave
• Baby stipend
• Multiple medical plan options
• 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.
• 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.
• 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.

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.