Customer Care Associate

About the Role

Contact Center Customer Care Associate. Serve as the welcoming face of Cotality, offering professionalism and prioritizing customer satisfaction in a fast‑paced production environment.

1214 Office Park Drive, Oxford, MS 38655 (Applicants must live within commutable distance).

New hires complete 4 weeks of training: virtual classroom, instructor‑led sessions, on‑the‑job training, and call shadowing. Training is conducted Monday‑Thursday on site, with the option to work remotely on Fridays, from 8:00 am to 5:00 pm.

Center hours are 6:50 am to 8:00 pm Central, Monday‑Friday. After training, a hybrid model is used:
Wednesday on site and four days remote. Schedule may change based on business needs; adherence to center hours is required with no exceptions.

• Manage inbound call inquiries (22‑25 per day) regarding mortgage escrow and tax questions.
• Identify customers’ needs, research across up to 10 portals, and provide accurate solutions and guidance.
• Document inquiries accurately and leverage internal processes for resolution.
• Master multiple contact‑center systems (e.g., Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, ZOOM International).
• Consistently meet or exceed production metrics and quality KPIs, including client contractual service levels.
• Maintain a professional demeanor, adhere to schedule, and attend meetings.

• High school diploma, GED, or equivalent.
• 1+ years of customer service or support experience.
• 1+ years of technical proficiency with MS Office, MS Teams or Google Suite, and a client management system.
• Ability to work in a structured, high‑volume, fast‑paced environment with attention to detail.
• Must meet or exceed personal KPIs, adhere to schedule/attendance, and meet deliverables and deadlines.

• Bachelor’s or associate’s degree.
• Experience in tax, banking, mortgage, or real‑estate industry servicing.
• Contact center experience.
• Hands‑on tech proficiency in contact‑center or workforce engagement management software, preferably Cisco Finesse or Calabrio.

• 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.
• 401(k) with company match and vesting after one year.
• $400 annual well‑being stipend and tuition assistance up to $5,250.
• Recognition rewards, referral bonuses, exclusive discounts, and more.

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.