Customer Care Associate

Cotality • Dallas, TX

4d • 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. Location: Our office is located at 3001 Hackberry Rd, Irving, TX 75063. 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 to work 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 (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 required, 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, 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, educate customers
• Actively and accurately documents 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

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED