Sr Associate, Client Operations at Cotality in San Diego, California

Job Title: Sr Associate, Client Operations

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.

About the Role

The Sr Associate, Client Operations position within the Credit Operations team specializes in conducting detailed analysis, research, and data analysis to support lenders and consumers updating credit information used in the lender's home loan underwriting process. They provide delightful customer service, ensuring understanding of the process by our clients and consumers and providing accurate and complete credit data.

Location: Our office is located at 2385 Northside Drive, Suite 100, San Diego CA 92108. Candidates should live within a commutable distance to this site.

Inbound & Outbound Calling - Average 15 - 20 calls/day

Training: on-the-job training and call shadowing

Schedule: This center is open from 6:00am-5:00pm Pacific 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-minute breaks, which will be pre-scheduled for the day.

What will you be doing - This role requires technical expertise, understanding the credit industry knowledge, using proprietary tools, as well as public information available on the internet. The position focuses on delivering exceptional client service in a high-volume production environment while maintaining strict adherence to company and client standards.

• Data Verification: Conduct inbound and outbound calls to creditors, borrowers, and lenders to verify and update credit report data.
• Case Management: Research and resolve complex credit data discrepancies using proprietary tools, databases, and public records.
• Lender Support: Provide technical assistance to lenders regarding credit report update requests and underwriting requirements.
• Production & Compliance: Execute high-volume requests (15-20 calls/day) while maintaining strict adherence to company standards and Service Level Agreements (SLAs).
• Documentation: Maintain precise and organized digital files for audit and compliance purposes.

Job Qualifications

Basic Qualifications

• Education - High school diploma, GED or equivalent
• Experience: Proven background in Credit Operations, Mortgage lending, or Loan Processing.
• Technical Skills: Proficiency in interpreting credit reports and navigating multi-screen database environments.
• Operational Stamina: Ability to thrive in a fast-paced, high-volume production setting.
• Analytical Skills: Strong attention to detail with the ability to solve problems independently.
• Communication: Excellent verbal and written skills for professional interaction with external stakeholders.

Success Metrics

• Accuracy: Maintaining zero-defect data entry and verification.
• Speed: Consistently meeting or exceeding daily SLA turnaround times.
• Resolution: Successfully resolving complex credit disputes through thorough research.
• Agent Desktop Software Solutions - prior experience working with CISCO, Calabrio

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.