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 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. Privacy Policy Global Applicant Privacy Policy 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. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide. Connect with us on social media! Click on the quicklinks below to find out more about our company and associates Looking for a Remote role? Please navigate to "location" and filter on desired country under the "locations".

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United States, Canada, United Kingdom, India Are you ready for a career with Cotality? We have some exciting news to share with you, CoreLogic will now be called Cotality! Our new brand reflects our commitment to delivering innovative solutions and building deep relationships. Speaking of fresh starts—if you're thinking about making a change, and you're someone who wants to work for a growing company with a people-first culture which has earned us Great Place to Work recognitions in six countries, apply today! 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 will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. If you need reasonable accommodation to complete the on-line application, please contact Talent Acquisition at careers@cotality.com or 1-866-224-2086. Please include the following information in your email: The specific accommodation you're requesting to complete an employment application the position you are applying for (job title and/or job number) Do you represent a third-party organization supporting individuals with disabilities? You can contact us at careers@cotality.com. Please allow up to three business days to receive a response. Please include the following information in your email: Your organization's name Organization's location(s) Brief description of your need Cotality is aware of schemes involving fraudulent job postings on third-party employment search sites and/or individual(s) or entities claiming to be employees of Cotality. Those involved are offering fraudulent employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Cotality or a Cotality recruiter, please contact Cotality at careers@cotality.com. Please be advised that all legitimate correspondence from a Cotality employee will come from "@Cotality.com" or "@CoreLogic.com" email accounts. Cotality will not interview candidates via text or email. Our interviews will be conducted by recruiters and leaders via the phone, zoom/teams or in an in-person format. Cotality will never ask candidates to make any type of personal financial investment related to gaining employment with the Company. Please click here to view the Cotality Applicant Privacy Statement. 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. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.