Sr Associate, Customer Care

Job Title

Act as a high-level liaison between clients and customers in a fast-paced, high-volume contact center.

Location: Our office is located at 3001 Hackberry Rd, Irving, TX 75063. Candidates should live within a commutable distance to this site.

Inbound & Outbound Calling - Average 30 calls / Day

Training: on-the-job training and call shadowing.

Schedule: This center is open from 7:00am -8:00pm Central Monday Friday. Employees can exercise a hybrid work model, with 1 day onsite (Wednesday) and 4 days working remotely, based on individual performance. This model could change based on business needs. Adherence to working these hours is required, no exceptions. Some overtime may be desired depending on business needs. There would be one Lunch Break for 30 minutes and two 15 minutes breaks, which will be pre scheduled for the day.

Key Responsibilities

• Inquiry Management: Manage inbound inquiries across multiple channels (phone, email, chat) as a direct extension of the client.
• Complex Troubleshooting: Utilize up to 10 systems simultaneously to research, analyze data, and resolve customer issues.
• Documentation & Compliance: Accurately log all interactions and leverage internal tools for escalations and next-level resolutions.
• Performance Standards: Consistently meet or exceed production metrics, quality targets, and client-driven response times.
• Customer Education: Provide precise guidance and educate customers on products and processes within business guidelines.
• Accountability: Adhere to a strict schedule and mandatory attendance guidelines.

Qualifications

• Experience: 5+ years in customer support; minimum 3 years in a Contact Center environment.
• Industry Preference: Background in Financial Services (Tax, Banking, Mortgage, Real Estate, or Credit) is strongly preferred.
• Technical Skills: Ability to navigate multiple screens and systems simultaneously.
• Proficiency in Microsoft Office Suite.
• Typing speed of 35+ wpm.
• Education: High school diploma or GED required; Bachelor's degree preferred.
• Soft Skills: Strong analytical thinking, active listening, and the ability to maintain empathy in a high-pressure, structured environment.

Annual Pay Range: 39,500 - 49,000 USD

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, depending on role classification, include:

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

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.