About the role

Team Lead overseeing customer care support for Cotality's property intelligence services. Responsible for coaching and training team members while handling escalations in customer support.

Responsibilities

Handles customer escalation calls as required
Assists team with meeting production metrics, quality targets and survey expectations (if applicable)
Participates in and conducts training and coaching sessions for the team as needed
Provides coaching stats and call listening follow ups to the team members to further assist in their development in their roles
Actively and accurately documents agent discussions during coaching
Acts in a professional and appropriate manner while assisting with clients and the team
Takes front-line calls in times of high volumes as needed (typically a minimum of 25% of time monthly avg)
Builds product and process knowledge to effectively interact with team members and customers, within business guidelines.
Identifies customers’/agents’ needs, researches systems, utilizes tools to interpret and analyzes data
Provides solutions and guidance, and uses the opportunity to educate customers/agents where appropriate
Builds trust in relationships through solving issues quickly and efficiently and by providing extra value, when appropriate.
Assists Manager with special projects
May lead call listening sessions with clients and provide survey analysis feedback directly to clients
Identifies and assists with documentation, testing, and tool updates as needed
Partners with other CoreLogic departments for issues, documentation, and process improvement opportunities
Performs other duties as required

High school diploma, GED or equivalent required; bachelor’s degree preferred
6+ years previous experience in a frontline customer support role required
Additional 2+ years previous experience in a coaching/mentor role preferred
Tax/banking/mortgage/real estate industry experience preferred
Strong verbal and written communication skills along with excellent customer service and active listening skills
Demonstrates strength in effectively coaching team members by providing feedback to support their development
Advanced problem-solving and analytical skills while remaining flexible when adapting to change
Strong computer skills to retrieve, query, and use multiple systems simultaneously
Ability to work in a structured, fast-paced environment while maintaining attention to detail
Ability to identify issue and appropriate task
Ability to set priorities and manage multiple tasks/projects simultaneously while meeting deadlines
Demonstrates patience and empathy and have the ability to work collaboratively with others.

Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
Up to 16 weeks of fully paid parental leave and a baby stipend.
Multiple medical plan options with mental health and wellness support offerings.
401(k) with company match and vesting after one year.
$400 annual well-being stipend and tuition assistance up to $5,250.
Recognition Rewards, Referral bonuses, exclusive discounts and more!