Sr Associate, Customer Care

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 : About the role

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a hybrid-remote Contact Center Customer Care, Senior Associate with Cotality. As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all.

Your primary responsibility in this role is as a point of escalation from Tier 1 Customer Care Associates within our Tax Team. You will be tasked with resolving the more complex and challenging customer issues, while maintaining high standards of professionalism and consistently meeting performance metrics in a fast-paced environment.

Location : Our office is located at 3001 Hackberry Rd, Irving, TX 75063 . 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 to work remotely on Fridays. The hours of training are Monday - Friday, 8 : 00am - 5 : 00pm.

Schedule : This center is open from 6 : 50am-8 : 00pm Central Monday - Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Tuesday) 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 tax inquiries escalated from Tier 1 customer care agents on behalf of a Cotality client regarding mortgage escrow and tax questions, acting as an extension of our client
• Actively and accurately participate in new hire training support (i.e. chat, side-by-sides, etc.)
• 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)
• Effectively consider the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders
• 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 :

Preferred Qualifications :

#LI-Hybrid

Annual Pay Range : 38,500 - 45,760 USD

Application Window :

This opportunity is expected to remain posted through the date identified below, subject to business needs.

2025-10-08

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 :

Cotality is an Equal Opportunityemployer 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.

Cotality is fully committed to a work environment that embraces everyone's uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides 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