Senior Associate, Customer Care
CoreLogic
full-time
Posted on:
Location Type: Office
Location: Rochester • Mississippi, New York, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $38,500 - $45,760 per year
Job Level
Senior
About the role
- Manages inbound tax inquiries escalated from Tier 1 customer care agents on behalf of client, acting as an extension of our client
- Provides outreach and updates to borrowers via outbound call
- Acts confidently in their role with little reliance on additional support
- Effectively considers the end-to-end process when troubleshooting and providing guidance to customer and internal stakeholders.
- Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
- Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
- Builds product and process knowledge to effectively interact with customers, within business guidelines
- Identify customers’ needs, research client systems, utilize tools to interpret and analyze data
- Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
- Accurately documents customer interactions per established process.
- Ability to handle challenging customers effectively
- 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 document discussions of inquiries and leverage internal tools for next-level resolution needs.
- Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
- May assist with escalated issues per business guidelines
- Meet personal/team production metrics and quality targets
- Must adhere to strict schedule and meet attendance guidelines
Requirements
- High school diploma, GED or equivalent is required; bachelor’s degree preferred
- 3+ years previous experience in a customer support role required
- Tax/banking/mortgage/real estate Industry experience required
- 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
- Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
- Ability to identify customer issues and identify appropriate tasks
- Must successfully adhere to schedule, attendance and required deliverables/deadlines.
- Demonstrates patience and empathy and have the ability to work collaboratively with others.
Benefits
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportproblem-solvingcritical thinkinganalytical skillstyping (35wpm+)Microsoft Officedata interpretationmulti-system usagedocumentationservice excellence
Soft skills
communication skillsactive listeningorganizationtime managementflexibilitypatienceempathycollaborationtrust buildingcustomer relationship management
Certifications
high school diplomaGEDbachelor's degree (preferred)