Job Description:

About the role Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate with Co tality . As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all .

Location :

Our office is located at 1214 Office Park Drive, Oxford, MS 38655 . Candidates should live within a commutable distance to this site.

Training :

New hires receive 4 weeks of training, often administered via a virtual classroom, but instructor led . This will also include on

the•job training and call shadowing .

For training, this role will be on site Monday-Thursday, with the option of working remotely on Fridays . The hours of training are Monday

Friday , 8 :00am
5 :00p m .

Schedule :

This center is open from 6 :50am

8 :00pm Central Monday
Friday .

Post training, 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 . At Week 7 and after , employees could be assigned a schedule which could include coming in earlier than 8 :00am , or working later than 5 :00pm , but still within center hours of operation . Adherence to working these hours is required , no exceptions.

What you will be doing:

Successfully m anage inbound call inquiries ( approximately 22-25 per day ) on behalf of a Cotality client regarding mortgage escrow and tax questions Identif y customers' needs, research using various systems ( sometimes up to 10 different portal s) , utilize tools to interpret and analyze data , to p rovide accurate solutions and guidance , educate customers Actively and accurately documents discussions of inquiries and leverage internal tools/process es for next-level resolution needs Leverage and master the use of multiple contact center management systems /agent desktop software solutions ( example Salesforce, Cisco Fine s se, Zoho Desk, Freshdes k , Calabrio , Avaya/Verint, Genesys, Five9 or ZOOM International ) Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels Act in a professional and appropriate manner always , and a dhere to a strict schedule , meet ing attendance guidelines

Job Qualifications:

Basic Qualifications:

High school diploma, GED or equivalent 1+ years of experience in a customer s ervice/ customer s upport role 1+ years of Tech proficiency with MS Office , with heavy use of MS Teams, or Google Suite and a client management system Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail Must successfully meet or exceed personal KPIs, adhere to schedule / attendance and meet required deliverables/deadlines

Preferred Qualifications:

A bachelor's or associate d egree Tax/banking/mortgage/real estate i ndustry servicing experi ence Contact Center experience Hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously , preferably Cisco Finesse, Calabrio #LI•

Hybrid 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 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. 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. We are better together when we support and recognize our differences. By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. 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