Customer Care Escalations Associate (Property Tax)

Customer Care Senior Associate

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.
• 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:

• 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.