Customer Care Escalations Associate; Property Tax

Job Description

Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you’ll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine.

As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft solutions, and proactively anticipate further inquiries. Your primary responsibilities include using multiple communication vehicles—telephone, email, and chat—to connect with customers. You will effectively handle challenging customers, exhibit confidence, and rely minimally on additional support.

To excel, you must display an unwavering positive attitude and communicate with clarity and ease. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.

• 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
• Assists with a resolution/answer to issues in a professional and appropriate manner
• Participates actively and accurately in new hire training support (chat, side‑by‑side, etc.)
• Builds product and process knowledge to effectively interact with customers, within business guidelines
• Identifies customers’ needs, researches client systems, and utilizes tools to interpret and analyze data
• Uses multiple systems (up to 10) to service customer inquiries
• Accurately documents customer interactions per established process
• Handles challenging customers effectively
• Provides accurate solutions and guidance, and educates customers where appropriate
• Builds trust in customer relationships by solving issues quickly and efficiently and by providing extra value where appropriate
• Actively and accurately documents discussions of inquiries and leverages internal tools for next‑level resolution needs
• Consistently meets or exceeds inquiry response times, sometimes required by client contractual service levels
• Assists with escalated issues per business guidelines
• Meets personal/team production metrics and quality targets
• Adheres to a strict schedule and meets attendance guidelines

• High school diploma, GED, or equivalent is required; bachelor’s degree preferred
• 3+ years of previous experience in a customer support role required
• Tax, banking, mortgage, or real estate industry experience required
• Passion for service excellence
• Strong written and verbal communication skills, excellent customer service and active listening skills
• Strong problem‑solving, critical thinking, and analytical skills while remaining flexible in adapting to change
• Strong computer skills to retrieve, query, and update systems using multiple screens simultaneously
• Excellent organization and time‑management skills for a fast‑paced, high‑volume environment
• Typing ability of 35 wpm or higher
• Demonstrated knowledge of and experience using Microsoft software
• Ability to work in a structured, high‑volume, fast‑paced environment while maintaining attention to detail
• Ability to identify customer issues and appropriate tasks
• Must successfully adhere to schedule, attendance, and required deliverables/deadlines
• Demonstrates patience and empathy and collaborates effectively with others

38,500 - 45,760 USD

• 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

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.