Contact Center Customer Care Associate

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:

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 4545 E River Rd Suite 220 in West Henrietta, NY 14586. 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, 9:00am- 6:00pm Eastern.

Schedule: This center is open from 7:50am-9:00pm Eastern Monday- Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Thursday) 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 9:00am, or working later than 6:00pm, 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 or Google Suite and a client management system

• 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

• 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

• LI-Hybrid

Annual Pay Range:

0 - 0

Cotality 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.

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.

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