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Team Lead

Cotality

Dallas, Texas

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JOB DETAILS
SKILLS
Analysis Skills, Communication Skills, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Analysis, Data Collection, Detail Oriented, Ecosystems, Establish Priorities, File Maintenance, Interpersonal Skills, Leadership, Loan Origination, Microsoft Office, Mortgage Lending, Mortgage Servicing, Operations Management, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Improvement, Production Systems, Production Volume, Project/Program Management, Property Tax, Query Analysis, Real Estate, Research Skills, Resolve Customer Issues, Risk Management, Service Level Agreement (SLA), Set Goals, Team Lead/Manager, Team Player, Time Management, Writing Skills
LOCATION
Dallas, Texas
POSTED
30+ days ago
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:

What is the role?

As a Client Operations Management Specialist, you play a critical role in servicing, supporting, and minimizing risks for property loans originated, maintained, or transferred by various mortgage servicing clients in a dynamic production environment. You'll harness your attention to detail and critical thinking skills to resolve property tax and highly escalated client issues, ensuring optimal client satisfaction. Stay continually engaged and motivated utilizing advanced tools to analyze, query and manipulate data according to defined business procedures. Apply your findings to enhance workflow applications, forms ad databases contributing to streamlined operations and optimized outcomes. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.

What will you be doing?
  • Conducts intricate research of property tax cases by utilizing advanced tools and resources including internal departments, third party sources, public agencies, and clients according to defined business procedures
  • Serves as the primary point of contact for customers with complex issues that require escalation
  • Delivers exceptional client service in a high-volume production environment
  • Adheres to all required company and client driven standards and/or Service Level Agreements (SLAs)
  • Performs simple to complex reporting such as maintaining tax research files, searching and investigating tax research case information, and processing departmental documents requiring knowledge of functional operations
  • Handles customer inquiries and complaints, providing resolution in a timely and professional mannerby adhering to all required escalation and complaint process requirements
  • Escalates customer issues to the appropriate department or team member following established protocols
  • Solicits input and ideas from others across the organizationto resolve issues or improve processes
  • Develops meaningful insights and makes recommendations to provide solutions to complex and challenging operational problems
  • Partners with team members, leaders, vendors, or other business partners to connect and drive team goals to the organization's goals and vision
  • Completes all work tasks within the established deadline by effectively prioritizing and managing time well
Are you the right fit?

  • Working knowledge of process-specific platforms and / or programs
  • Technical subject matter expert of specific tasks or work processes
  • Ability to resolve escalated issues
  • Experience in leading resources
  • Advanced problem-solving skills
  • Ability to communicate confidently and effectively with all levels of the organization, specifically the ability to tell a story with supporting data
  • Strong project management, analytical and interpersonal skills required
  • Ability to work independently, as well as in a team environment, to achieve set goals and complete assignments within established parameters and deadlines
  • Proficient in MS Office Suite
  • Technically savvy with a proficiency to learn new systems and applications
  • Ability to cultivate and maintain collaborative working relationships
  • Proven ability to gather and analyze data from multiple sources, and prioritize multiple work assignments
  • Excellent verbal and written communication skills with anability to articulate complex ideas
  • Demonstrate behaviors that align with our values and foster an inclusive culture
  • Willingness to continuously learn and develop
  • Adaptable in an ever-changing environment

About the Company

C

Cotality

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