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:

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate with CoreLogic. Your role within our team is pivotal, serving as a vital link between our clients and their valued customers. With a genuine commitment to delivering service excellence, you’ll find inspiration in overcoming challenges that tap into your remarkable attention to detail and critical thinking prowess. As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all. Your keen ear captures the intricacies of issues, and your innovative solutions and proactive anticipation of additional inquiries set the stage for exceptional customer experiences. Employing a range of communication platforms, including telephones, email, and chat, you adeptly connect with customers to provide resolutions and foster positive engagements. In this role, your unwavering positive attitude and adept communication skills, expressed with clarity and ease, are the cornerstones of your success. Our commitment to nurturing a culture of continuous learning enables you to flourish and achieve your utmost potential.​ 

JOB DUTIES

• Manages inbound inquiries on behalf of client, acting as an extension of our client   

• Acts in a professional and appropriate manner while assisting with a resolution of the issue/question 

• Builds product and process knowledge to effectively interact with customers, within business guidelines 

• Identifies customers’ needs, research using various systems, utilizes tools to interpret and analyzes data 

• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)   

• Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate 

• Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate 

• Actively and accurately documents discussions of inquiries and leverage internal tools/process for next-level resolution needs 

• Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels   

• Escalates issues according to business processes and timelines  

• Meets personal/team production metrics and quality targets 

• Must adhere to strict schedule and meet attendance guidelines.  

Job Qualifications:

JOB QUALIFICATIONS

• High school diploma, GED or equivalent required; college degree preferred 

• 1+ years of experience in an applicable customer support role required, or relevant education in lieu of experience 

• Tax/banking/mortgage/real estate Industry experience preferred 

• Contact Center experience is a plus 

• Has a passion for service excellence 

• Strong written and verbal communication skills along with excellent customer service and active listening skills 

• Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change 

• Strong computer skills to retrieve, query, update systems using multiple screens simultaneously  

• Organization and time management skills to operate effectively in a fast paced, high volume environment  

• Typing ability of 35wpm+  

• Demonstrated knowledge of and experience with Microsoft suite/products preferred  

• Ability t