Contact Center Customer Care Associate

High school diploma, GED or equivalent
1+ years of experience in a customer service/customer support role
1+ years of Tech proficiency with MS Office, with heavy use of MS Teams, or Google Suite and a client management system
Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines

Successfully manage inbound call inquiries (approximately 22-25 per day) on behalf of a Cotality client regarding mortgage escrow and tax questions
Identify customers’ needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers
Actively and accurately documents discussions of inquiries and leverage internal tools/processes for next-level resolution needs
Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM International)
Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels
Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines

A bachelor’s or associate degree
Tax/banking/mortgage/real estate industry servicing experience
Contact Center experience
Hands-on tech proficiency in contact center/workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio