Sr Associate, Customer Care

At Cotality, we are 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.

Job Description:

Role Overview: Act as a high-level liaison between clients and customers in a fast-paced, high-volume contact center. This role requires technical proficiency to navigate complex systems while resolving intricate inquiries via phone, email, and chat. Success is measured by accuracy, adherence to strict schedules, and meeting contractual Service Level Agreements (SLAs).

Location: Our office is located at 3001 Hackberry Rd, Irving, TX 75063
. Candidates should live within a commutable distance to this site.

Inbound & Outbound Calling - Average 30 calls / Day

Training: on-the-job training and call shadowing.

Schedule: This center is open from 7:00am
-8:00pm Central Monday - Friday. Employees can exercise a hybrid work model, with 1 day onsite (Wednesday) and 4 days working remotely, based on individual performance. This model could change based on business needs. Adherence to working these hours is required, no exceptions. Some overtime may be desired depending on business needs. There would be one Lunch Break for 30 minutes and two 15 minutes breaks, which will be pre scheduled for the day.
Key Responsibilities

• Inquiry Management: Manage inbound inquiries across multiple channels (phone, email, chat) as a direct extension of the client.
• Complex Troubleshooting: Utilize up to 10 systems simultaneously to research, analyze data, and resolve customer issues.
• Documentation & Compliance: Accurately log all interactions and leverage internal tools for escalations and next-level resolutions.
• Performance Standards: Consistently meet or exceed production metrics, quality targets, and client-driven response times.
• Customer
  
  Education:
  
  Provide precise guidance and educate customers on products and processes within business guidelines.
• Accountability: Adhere to a strict schedule and mandatory attendance guidelines.

Job Qualifications:
Qualifications

• Experience: 5+ years in customer support; minimum 3 years in a Contact Center environment
  .
• Industry Preference: Background in Financial Services (Tax, Banking, Mortgage, Real Estate, or Credit) is strongly preferred.
• Technical
  
  Skills:
  
  
  * Ability to navigate multiple screens and systems simultaneously.
  • Proficiency in Microsoft Office Suite.
  • Typing speed of 35+ wpm
    .
• Education: High school diploma or GED required;
  Bachelor's degree preferred.
• Soft Skills: Strong analytical thinking, active listening, and the ability to maintain empathy in a high-pressure, structured environment.

Annual Pay Range:

39,500 - 49,000 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

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.

Highlights, depending on role classification, include:

• Time off:
  Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support:
  Up to 16 weeks of fully paid parental leave and a baby…