Contact Center Customer Care Associate

Cotality•Austin, TX

9d•Hybrid

About The Position

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. This role is located at 1825A Kramer Lane Austin, Texas 78758, and candidates should live within a commutable distance to this site. 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. The contact center operates from 6:50am- 8:00pm Central Monday – Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Tuesday) 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 mandatory, with no exceptions.

Requirements

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

Nice To Haves

A bachelor’s or associate 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

Responsibilities

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, and 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.