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Professional, Escalation Management
CoreLogic Rochester, NY
$46k-58k (estimate)
Full Time 0 Months Ago
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CoreLogic is Hiring a Professional, Escalation Management Near Rochester, NY

Job Summary:
Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose – to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.
We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset – our people!
Job Description:
Here at CoreLogic we live by our motto, One CoreLogic. This motto reflects our values delivering our clients’ needs through innovation, fostering collaboration and making a meaningful difference.
Customer Satisfaction
  • Utilize workflow reports to review for SLA and trending opportunities (including ECMT Compliance and Prioritization, Complaints, and Aged Tasks reporting).
  • Identify and provide feedback to the Customer Care Center Supervisor(s) when necessary.
  • Work to build relationships with Customers by identifying best practices and process improvement ideas.
Operational Excellence
  • Handle all customer, Customer Care Center, CPS escalations. Ensure escalations and any associated Research tasks are being delegated and handled based on performance goals and SLAs utilizing production required tools (including R3 and shared email boxes). Escalate to Escalations and Research Supervisor as needed.
  • Must follow process for triaging and working escalation items received via email. Properly identifying escalations that require upload to Research Workflow and work according to criticality.
  • Monitor for Complaints or potential complaint or trigger language used and log into Salesforce (i.e. email indicates a complaint was filed with a regulatory agency, threat of doing so was indicated, and or any trigger language was used).
  • Have a strong and thorough understanding of Workflow tools (i.e. R3, Rattler, Salesforce) including reporting and additional functionality.
  • Display strong organization and prioritization skills in handling escalations to effectively meet/exceed performance goals and SLAs.
  • Utilize training principles/concepts from ASPIRE and demonstrate them in everyday objectives appropriately.
  • Partner in cross training opportunities with peers to identify best practices and potential process improvements.
Leadership
  • Be able to identify when change is needed, as well as influencing change as needed, whether it is internal or with the Customer.
  • Demonstrate the ability to drive change, being an “early adopter” of key company initiatives and projects while also promoting among peers and other team members with a positive outlook.
  • Disseminate and share information to team members, as needed, from Customer Due Book calls or other meetings.
  • Ensure verbal and written communication is thorough and effective which allows the Customer and/or team members to gain perspective and mutual understanding.
  • Actively participate in calls with Customers and internal CoreLogic departments while demonstrating the CORE values.
  • Demonstrate effective leadership and collaboration with all Customer and CoreLogic Management by building relationships, trust and respect.
  • Identify and remediate any opportunities that drive high customer satisfaction and resolution of key challenges or issues.
  • High level of customer engagement and ability to demonstrate a high sense of urgency.
  • Actively prepare and participate in all customer Due Book meetings to provide escalation volumes, trends and opportunities.
Job Qualifications:
  • High School Diploma or equivalent
  • 2 years related experience (college education may count for related experience)
  • Excellent verbal and written communication skills required for reporting, presentations, information sharing
  • Intermediate to advanced computer skills to retrieve, query, create, update and manipulate documents and spreadsheets containing formulas (Microsoft, DB Viz, Microsoft Office Suite)
  • Strong attention to detail, organizational skills and project management skills
  • Ability to manage multiple tasks/projects, work independently and meet deadlines
  • High aptitude in critical thinking and problem-solving skills including analytical skills
  • High level of initiative to improve processes, identify risk and make recommendations to all levels of the business
  • Experience in Lean Six Sigma and/or Root Cause Analysis is preferred
  • Able to hold teams and individuals accountable to defects, action items and changes in the process
CoreLogic's Diversity Commitment:
CoreLogic is fully committed to employing a diverse workforce and creating an inclusive 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.
CoreLogic benefits information can be found here:
http://www.yourcorebenefits.com/
. Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.
EOE AA M/F/Veteran/Disability:
CoreLogic is an Equal Opportunity/Affirmative Action 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. CoreLogic maintains a Drug-Free Workplace.
Please apply on our website for consideration.
Privacy Policy -
http://www.corelogic.com/privacy.aspx
By providing your telephone number, you agree to receive automated (SMS) text messages at that number from CoreLogic 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.

Job Summary

JOB TYPE

Full Time

SALARY

$46k-58k (estimate)

POST DATE

03/01/2023

EXPIRATION DATE

01/09/2024

WEBSITE

corelogic.com

HEADQUARTERS

IRVINE, CA

SIZE

3,000 - 7,500

FOUNDED

2010

TYPE

Private

CEO

PARKER KENNEDY

REVENUE

$200M - $500M

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About CoreLogic

CoreLogic is a credit reporting agency that offers risk modeling, identity threat protection and verification solutions to businesses and individuals.

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