Cotality is looking to solve property tax and escalated client issues for mortgage servicing clients by hiring a Client Operations Management Specialist to service, support, and minimize risks.
Requirements
- Working knowledge of process-specific platforms and/or programs
- Technical subject matter expert of specific tasks or work processes
- Ability to resolve escalated issues
- 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
- Proficient in MS Office Suite
- Technically savvy with a proficiency to learn new systems and applications
Responsibilities
- 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
- 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
- Analyzes, queries and manipulates data according to defined business procedures
- Applies findings to enhance workflow applications, forms and databases contributing to streamlined operations and optimized outcomes
- Develops meaningful insights and makes recommendations to provide solutions to complex and challenging operational problems
- Gathers and analyzes data from multiple sources, and prioritize multiple work assignments
Other
- 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)
- Handles customer inquiries and complaints, providing resolution in a timely and professional manner by 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 organization to resolve issues or improve processes
- 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
- Ability to work independently, as well as in a team environment, to achieve set goals and complete assignments within established parameters and deadlines
- Ability to cultivate and maintain collaborative working relationships
- Demonstrate behaviors that align with our values and foster an inclusive culture
- Willingness to continuously learn and develop
- Adaptable in an ever-changing environment
- High school diploma, GED or equivalent required; bachelor’s degree preferred
- 6+ years of relevant experience
- Client service-oriented experience preferred
- Experience in leading resources
