Customer Service Associate

Contact Center Customer Care Associate

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate with Cotality. 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 5:00pm.

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 manage inbound call inquiries (approximately 22-25 per day) on behalf of a Cotality client regarding mortgage escrow and tax questions
• Identify customers' needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers
• Actively and accurately document discussions of inquiries and leverage internal tools/processes for next-level resolution needs
• Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, 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 adhere to a strict schedule, meeting attendance guidelines

Job Qualifications:

Basic Qualifications:

• High school diploma, GED or equivalent
• 1+ years of experience in a customer service/customer support 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 associated degree
• Tax/banking/mortgage/real estate industry servicing experience
• 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

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.

• 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.