Customer Care Escalations Associate (Property Tax)

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:

What is the role? Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you'll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.

JOB DUTIES

Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client, acting as an extension of our client Provides outreach and updates to borrowers via outbound call Acts confidently in their role with little reliance on additional support Effectively considers the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders. Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.) Builds product and process knowledge to effectively interact with customers, within business guidelines Identify customers' needs, research client systems, utilize tools to interpret and analyze data Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems) Accurately documents customer interactions per established process. Accurately documents customer interactions per established process. Ability to handle challenging customers effectively Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs. Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels May assist with escalated issues per business guidelines Meet personal/team production metrics and quality targets Must adhere to strict schedule and meet attendance guidelines

Job Qualifications:

JOB QUALIFICATIONS

High school diploma, GED or equivalent is required; bachelor's degree preferred 3+ years previous experience in a customer support role required Tax/banking/mortgage/real estate Industry experience required Passion for service excellence Strong written and verbal communication skills along with excellent customer service and active listening skills Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change Strong computer skills to retrieve, query, update systems using multiple screens simultaneously Organization and time management skills to operate effectively in a fast paced, high-volume environment. Typing ability of 35wpm+ Demonstrated knowledge of and experience with Microsoft Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail Ability to identify customer issues and identify appropriate tasks Must successfully adhere to schedule, attendance and required deliverables/deadlines. Demonstrates patience and empathy and have the ability to work collaboratively with others

Annual Pay Range:

38,500 - 45,760

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.