Team Lead, Customer Care

Cotality • Austin, TX

1d

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. Job Description: JOB DUTIES Handles customer escalation calls as required Assists team with meeting production metrics, quality targets and survey expectations (if applicable) Participates in and conducts training and coaching sessions for the team as needed Provides coaching stats and call listening follow ups to the team members to further assist in their development in their roles Actively and accurately documents agent discussions during coaching Acts in a professional and appropriate manner while assisting with clients and the team Takes front-line calls in times of high volumes as needed (typically a minimum of 25% of time monthly avg) Builds product and process knowledge to effectively interact with team members and customers, within business guidelines. Identifies customers’/agents’ needs, researches systems, utilizes tools to interpret and analyzes data Provides solutions and guidance, and uses the opportunity to educate customers/agents where appropriate Builds trust in relationships through solving issues quickly and efficiently and by providing extra value, when appropriate. Assists Manager with special projects May lead call listening sessions with clients and provide survey analysis feedback directly to clients Identifies and assists with documentation, testing, and tool updates as needed Partners with other CoreLogic departments for issues, documentation, and process improvement opportunities Performs other duties as required Job Qualifications: JOB QUALIFICATIONS High school diploma, GED or equivalent required; bachelor’s degree preferred 6+ years previous experience in a frontline customer support role required Additional 2+ years previous experience in a coaching/mentor role preferred Tax/banking/mortgage/real estate industry experience preferred Strong verbal and written communication skills along with excellent customer service and active listening skills Demonstrates strength in effectively coaching team members by providing feedback to support their development Advanced problem-solving and analytical skills while remaining flexible when adapting to change Strong computer skills to retrieve, query, and use multiple systems simultaneously Ability to work in a structured, fast-paced environment while maintaining attention to detail Ability to identify issue and appropriate task Ability to set priorities and manage multiple tasks/projects simultaneously while meeting deadlines Demonstrates patience and empathy and have the ability to work collaboratively with others Annual Pay Range: 44,300 - 54,080 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 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! Click here to see a comprehensive list of our benefit offerings. 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. Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences. Privacy Policy Global Applicant Privacy Policy By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide. Connect with us on social media! Click on the quicklinks below to find out more about our company and associates Looking for a Remote role? Please navigate to "location" and filter on desired country under the "locations". ex: United States, Canada, United Kingdom, India Are you ready for a career with Cotality? We have some exciting news to share with you, CoreLogic will now be called Cotality! Our new brand reflects our commitment to delivering innovative solutions and building deep relationships. Speaking of fresh starts—if you’re thinking about making a change, and you’re someone who wants to work for a growing company with a people-first culture which has earned us Great Place to Work recognitions in six countries, apply today! 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 will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. If you need reasonable accommodation to complete the on-line application, please contact Talent Acquisition at [email protected] or 1-866-224-2086. Please include the following information in your email: The specific accommodation you’re requesting to complete an employment application the position you are applying for (job title and/or job number) Do you represent a third-party organization supporting individuals with disabilities? You can contact us at [email protected]. Please allow up to three business days to receive a response. Please include the following information in your email: Your organization’s name Organization’s location(s) Brief description of your need Cotality is aware of schemes involving fraudulent job postings on third-party employment search sites and/or individual(s) or entities claiming to be employees of Cotality. Those involved are offering fraudulent employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Cotality or a Cotality recruiter, please contact Cotality at [email protected]. Please be advised that all legitimate correspondence from a Cotality employee will come from "@Cotality.com" or "@CoreLogic.com" email accounts. Cotality will not interview candidates via text or email. Our interviews will be conducted by recruiters and leaders via the phone, zoom/teams or in an in-person format. Cotality will never ask candidates to make any type of personal financial investment related to gaining employment with the Company. Please click here to view the Cotality Applicant Privacy Statement. By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.

Requirements

• High school diploma, GED or equivalent required; bachelor’s degree preferred
• 6+ years previous experience in a frontline customer support role required
• Additional 2+ years previous experience in a coaching/mentor role preferred
• Tax/banking/mortgage/real estate industry experience preferred
• Strong verbal and written communication skills along with excellent customer service and active listening skills
• Demonstrates strength in effectively coaching team members by providing feedback to support their development
• Advanced problem-solving and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, and use multiple systems simultaneously
• Ability to work in a structured, fast-paced environment while maintaining attention to detail
• Ability to identify issue and appropriate task
• Ability to set priorities and manage multiple tasks/projects simultaneously while meeting deadlines
• Demonstrates patience and empathy and have the ability to work collaboratively with others

Responsibilities

• Handles customer escalation calls as required
• Assists team with meeting production metrics, quality targets and survey expectations (if applicable)
• Participates in and conducts training and coaching sessions for the team as needed
• Provides coaching stats and call listening follow ups to the team members to further assist in their development in their roles
• Actively and accurately documents agent discussions during coaching
• Acts in a professional and appropriate manner while assisting with clients and the team
• Takes front-line calls in times of high volumes as needed (typically a minimum of 25% of time monthly avg)
• Builds product and process knowledge to effectively interact with team members and customers, within business guidelines.
• Identifies customers’/agents’ needs, researches systems, utilizes tools to interpret and analyzes data
• Provides solutions and guidance, and uses the opportunity to educate customers/agents where appropriate
• Builds trust in relationships through solving issues quickly and efficiently and by providing extra value, when appropriate.
• Assists Manager with special projects
• May lead call listening sessions with clients and provide survey analysis feedback directly to clients
• Identifies and assists with documentation, testing, and tool updates as needed
• Partners with other CoreLogic departments for issues, documentation, and process improvement opportunities
• Performs other duties as required

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: Mid Level