Job summary
Job post source
This job is directly from Cotality
Job overview
The Contact Center Customer Care Escalations Associate at Cotality handles customer inquiries related to mortgage escrow and tax questions, playing a key role in customer satisfaction and company reputation.
Responsibilities and impact
The associate manages inbound calls, researches customer needs across multiple systems, documents interactions, uses various contact center software, meets production and quality metrics, and adheres to strict schedules.
Compensation and benefits
Cotality offers a benefits package including flexible work models, competitive time off, comprehensive health coverage, and growth opportunities to support employee well-being.
Experience and skills
Candidates need at least a high school diploma or equivalent, 1+ years customer service experience, proficiency in Excel, Word, Outlook, strong communication skills, and ability to work in a fast-paced environment; preferred qualifications include a degree and industry or contact center experience.
Career development
Cotality commits to career advancement opportunities and professional development within a dynamic work environment.
Work environment and culture
The company fosters a collaborative, inclusive culture with work-life balance and supportive leadership, emphasizing professionalism and employee impact.
Company information
Cotality is a holistic data and workflow solutions provider for the property ecosystem, serving industries like real estate and public policy, focused on innovation and resilience.
Job location and travel
The role is hybrid-remote based with training onsite in Irving, TX, requiring candidates to live within commuting distance and offering a mix of onsite and remote work days post-training.
Application process
Applicants must apply through Cotality's website and consent to receive SMS communications related to their application and employment.
Unique job features
The job features a hybrid work model, extensive training including virtual and onsite components, use of multiple advanced contact center technologies, and a schedule that may include late hours.
Company overview
Cotality, formerly known as CoreLogic, is a leading global provider of property intelligence, data analytics, and workflow solutions serving the entire property ecosystem. The company leverages advanced data and AI-driven insights to help clients—including real estate, mortgage, insurance, and government sectors—make informed decisions and manage risk. Cotality generates revenue by offering holistic data products, analytics platforms, and workflow automation tools to businesses and organizations worldwide, with offices across the globe and a workforce of over 5,000 employees. The rebranding from CoreLogic to Cotality reflects a strategic move to emphasize innovation and expanded capabilities in AI and real-time data solutions. Notable recent initiatives include strategic alliances, such as with Optimal Blue, and the launch of industry-specific reports and risk analysis tools.
How to land this job
Position your resume to highlight your customer service experience and ability to manage high call volumes, emphasizing your skills in handling escalations and resolving complex inquiries efficiently.
Focus on showcasing your proficiency with multiple software platforms such as Salesforce, Cisco Finesse, and Calabrio, along with your ability to multitask across various systems.
Apply through Cotality's official corporate website and LinkedIn, as well as other job boards where the position may be posted, to maximize your chances of visibility.
Connect with current employees in Cotality's contact center or customer care divisions on LinkedIn; start conversations by asking about their experience with the hybrid work model or what qualities Cotality values most in escalations associates.
Optimize your resume for ATS by incorporating keywords from the job description like 'customer care escalations,' 'mortgage escrow,' 'contact center software,' and 'KPI achievement' to ensure your resume passes initial screenings.
Use Jennie Johnson's Power Apply feature to automate applying through multiple channels, tailor your resume for ATS, and identify LinkedIn connections to network with, saving you time and increasing your chances of success.
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