Manager, Customer Experience

At Core Logic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Core Logic 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.

Core Logic 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 Core Logic, 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

• Bachelor’s degree preferred or equivalent 5+ years of relevant work experience
• 4+ years of related experience with a background in real estate/mortgage-escrow/quality auditing with 3 years of leadership experience
• Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
• Exceptional leadership skills, including team-building and emotional intelligence
• Demonstrated ability to motivate and to manage change effectively
• Strong interpersonal, negotiation, and conflict resolution skills
• Excellent written and oral communication skills
• Excellent planning and organizational abilities
• Experience managing and/or interacting with distributed teams. Ability to organize and coordinate with stakeholders across multiple functions and geographic locations

Job Qualifications

• Plan, organize, and direct workflow
• Train and lead staff in all departmental operations, processes, procedures and requirements
• Drive and coordinate effective Production and Quality Control as well as issue resolution
• Collaborate with both internal and external teams to facilitate a seamless client experience
• Foster a high-energy, client-centric operation based on accountability and engagement
• Develop and measure key performance indicators at both team and individual level to gauge and enhance operational effectiveness
• Maintain a culture of continuous improvement and professional development
• Provide operational agility, including cross-training and business continuity
• Manage the client relationship including adhering to Service Level Agreements and maintain above average work quality
• One-on-one coaching, counseling and training of CCRs.
• Interviewing and selection of new employees. Communicating departmental initiatives and priorities to the team.
• Monitor quality of calls and provide written feedback to associates. Address training needs with employees as necessary.
• Provide overflow coverage assistance with Contact Center Supervisors.
• Manage resolution of escalated calls.

Annual Pay Range

53,200 - 72,000 USD

Core Logic benefits information can be found here:  Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

Core Logic 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. Core Logic maintains a Drug-Free Workplace.

Core Logic 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.

Please apply on our website for consideration. #J-18808-Ljbffr