Sr. Associate, Consumer Services

Cotality•San Diego, CA

12d

About The Position

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Requirements

Demonstrated experience in consumer care, customer service, or account services.
Strong analytical and problem-solving abilities to address complex consumer issues.
Excellent verbal and written communication skills across various channels.
Thorough understanding of regulatory requirements and compliance procedures.
Ability to work independently while supporting team objectives.
Proven track record of meeting time-sensitive deadlines and service level agreements.
Experience providing guidance and subject matter expertise to colleagues.
Proficiency in researching and resolving escalated consumer issues.
Detail-oriented approach with strong critical thinking capabilities.
Ability to adapt to changing priorities while maintaining quality of service.
Experience handling sensitive consumer information with appropriate confidentiality.

Responsibilities

Review, analyze, and determine appropriate actions based on consumer correspondence and requests.
Communicate effectively with consumers through multiple channels to address inquiries and concerns.
Conduct comprehensive research to process consumer requests accurately and efficiently.
Ensure strict compliance with business procedures and regulatory guidelines in all consumer interactions.
Provide subject matter expertise and guidance to team members on complex consumer care issues.
Handle and resolve escalated consumer issues requiring advanced problem-solving skills.
Address complex consumer challenges through critical thinking and innovative solutions.
Support and motivate team members in alignment with business objectives and priorities.
Process consumer requests independently with minimal supervision or guidance.
Maintain meticulous attention to detail while managing multiple consumer cases.
Complete consumer request processing within regulated timeframes and service level agreements.
Utilize advanced verbal and written communication skills to ensure clear and professional interactions.