Team Lead, Customer Care

* Handles customer escalation calls as required
* Assists team with meeting production metrics, quality targets and survey expectations (if applicable)
* Participates in and conducts training and coaching sessions for the team as needed
* Provides coaching stats and call listening follow ups to the team members to further assist in their development in their roles
* Actively and accurately documents agent discussions during coaching
* Acts in a professional and appropriate manner while assisting with clients and the team
* Takes front-line calls in times of high volumes as needed (typically a minimum of 25% of time monthly avg)
* Builds product and process knowledge to effectively interact with team members and customers, within business guidelines.
* Identifies customers’/agents’ needs, researches systems, utilizes tools to interpret and analyzes data
* Provides solutions and guidance, and uses the opportunity to educate customers/agents where appropriate
* Builds trust in relationships through solving issues quickly and efficiently and by providing extra value, when appropriate.
* Assists Manager with special projects
* May lead call listening sessions with clients and provide survey analysis feedback directly to clients
* Identifies and assists with documentation, testing, and tool updates as needed
* Partners with other Core Logic departments for issues, documentation, and process improvement opportunities
* Performs other duties as required
* High school diploma, GED or equivalent required; bachelor’s degree preferred
* 6+ years previous experience in a frontline customer support role required
* Additional 2+ years previous experience in a coaching/mentor role preferred
* Tax/banking/mortgage/real estate industry experience preferred
* Strong verbal and written communication skills along with excellent customer service and active listening skills
* Demonstrates strength in effectively coaching team members by providing feedback to support their development
* Advanced problem-solving and analytical skills while remaining flexible when adapting to change
* Strong computer skills to retrieve, query, and use multiple systems simultaneously
* Ability to work in a structured, fast-paced environment while maintaining attention to detail
* Ability to identify issue and appropriate task
* Ability to set priorities and manage multiple tasks/projects simultaneously while meeting deadlines
* Demonstrates patience and empathy and have the ability to work collaboratively with others

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. Please navigate to "location" and filter on desired country under the "locations". ex:
United States, Canada, United Kingdom, India# We have some exciting news to share with you, Core Logic will now be called Cotality! Our new brand reflects our commitment to delivering innovative solutions and building deep relationships.

Speaking of fresh starts—if you’re thinking about making a change, and you’re someone who wants to work for a growing company with a people-first culture which has earned us Great Place to Work recognitions in six countries, apply today!

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

If you need reasonable accommodation to complete the on-line application, please contact Talent Acquisition at   or Please include the following information in your email:

The specific accommodation you’re requesting to complete an employment application the position you are applying for (job title and/or job number) Please allow up to three…