Senior Customer Care Associate

Cotality • Dallas, TX

7d • Hybrid

About The Position

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a hybrid-remote contact center Senior Customer Care Associate with Cotality. As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all. Your primary responsibility in this role is as a point of escalation from Tier 1 Customer Care Associates within our Tax Team. You will be tasked with resolving the more complex and challenging customer issues, across 20+ different client systems, while maintaining high standards of professionalism and consistently meeting performance metrics in a fast-paced environment. Someone with a contact center background in financial services, with experience in escalations and the ability to effectively work across diverse client platforms, would be a significant plus.

Requirements

• High school diploma, GED or equivalent
• 3+ years of experience in a customer service/customer support role
• Tax/banking/mortgage/real estate industry servicing experience
• 3+ years of 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
• 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
• contact center background in financial services, with experience in escalations and the ability to effectively work across diverse client platforms

Responsibilities

• Successfully manage inbound tax inquiries escalated from Tier 1 customer care agents on behalf of a Cotality client regarding mortgage escrow and tax questions, acting as an extension of our client
• Actively and accurately participate in new hire training support (i.e. chat, side-by-sides, etc.)
• 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)
• Effectively consider the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders
• 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

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support offerings.
• 401(k) with company match and vesting after one year.
• $400 annual well-being stipend and tuition assistance up to $5,250.
• Recognition Rewards, Referral bonuses, exclusive discounts and more!

What This Job Offers

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