Contact Center Customer Care Associate/REQ17042

**Make an** **impact with the power of your ideas**

Cotality is no ordinary company. We're the only holistic data, insights and workflow solutions provider for the property ecosystem-serving industries ranging from real estate to public policy to retail-and counting. Together, we're making the complex more seamless, more unified and more resilient to whatever the future may hold.

Cotality is committed to investing in the most talented employees providing them with career advancement opportunities, and supportive, visible, and trusted leadership. We foster a collaborative culture with work-life balance. At Cotality, you will be a part of an inclusive enterprise team that does impactful and meaningful work, shaping the future of the property industry and beyond.

Job Description

**About the role**

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 1214 Office Park Drive, Oxford, MS 38655**. 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 of working remotely on Fridays. The hours of training are Monday - Friday, 8:00am - 5:00pm.
• Schedule: **This center is open from6:50am-8:00pm Central Monday - Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Wednesday) 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.
  
  

What You Will Be Doing

• 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
  
  

Job Qualifications

**Basic Qualifications:**

• 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, with 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
  
  

Preferred Qualifications

• 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
  
  

Hybrid

**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.

Cotality is an Equal Opportunity employer committed to attracting and retaining thebest-qualified people available, without regard torace, color, religion, national origin, gender, sexualorientation, gender identity, age, disability or statusas a veteran of the Armed Forces, or any other basisprotected by federal, state or local law. Cotalitymaintains a Drug-Free Workplace.

Please apply on our website for consideration.

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