Team Lead, Customer Care

Team Lead, Customer Care

Join to apply for the Team Lead, Customer Care role at Cotality
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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.

Responsibilities and duties:

• 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 team members to further assist in their development.
• Active 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 high‑volume periods as needed (typically a minimum of 25% of time monthly average).
• 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 analyze 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 issues and appropriate tasks.
• Ability to set priorities and manage multiple tasks/projects simultaneously while meeting deadlines.
• Demonstrates patience and empathy and has the ability to work collaboratively with others.

44,300 - 55,120 USD

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

Highlights 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 stipend.
• Health:
  Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well‑being stipend and tuition assistance up to $5,250.
• Extras:
  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.