Associate Manager, Customer Care

Cotality

. Lead a team of front-facing customer care representatives liaising between clients and their customers .

Posted 9/21/2026full-timeUnited StatesJuniorMid-Level💰 $60,300 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team-building capabilities while managing client relationships and ensuring operational excellence. Proficient in data analysis and performance measurement to drive continuous improvement in customer care operations.

Highest-signal resume keywords

Leadership ExperienceClient Relationship ManagementData Analysis and KPI DevelopmentCoaching and TrainingConflict Resolution Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AuditingRoot Cause AnalysisPerformance Improvement PlansKPI MeasurementProject Management

Soft Skills

Emotional IntelligenceInterpersonal SkillsNegotiation SkillsOrganizational AbilitiesProblem-Solving Skills

Tools & Technologies

Microsoft TeamsOutlookExcelOfficeMSP/BlackKnightSagent

Certifications & Qualifications

Lean Six Sigma Training

Industry Keywords

EscrowReal EstateTitle InsuranceMortgageCustomer Care

About the role

Key responsibilities & impact

Lead a team of front-facing customer care representatives liaising between clients and their customers
Collaborate with internal and external teams to facilitate a seamless client experience
Foster a high-energy, client-centric operation based on accountability and engagement
Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, SLA adherence, and quality maintenance
Manage timely and professional email communication
Coach, counsel, and train customer care associates
Draft and present formal coaching, corrective action, and performance improvement plans
Drive accountability for direct reports across production and quality control
Monitor call quality and provide verbal and written feedback
Address training needs and manage employee performance
Resolve quality issues with internal and external stakeholders
Develop and measure KPIs including schedule adherence, after-call work, quality, call-handling efficiency, and attendance/reliability
Interview and select new employees
Train and lead staff in departmental operations, processes, procedures, and requirements
Communicate departmental initiatives and priorities to the team
Present data to internal and external stakeholders to drive vision and purpose
Maintain a culture of continuous improvement and professional development
Provide cross-training and business continuity support
Provide coverage assistance to the Contact Center management team and cover evening/weekend shifts as needed

Requirements

What you’ll need

Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or another relevant industry
4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing
3+ years of leadership experience
Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
Exceptional leadership skills, including team-building and emotional intelligence
Demonstrated ability to motivate teams and manage change effectively
Strong interpersonal, negotiation, and conflict resolution skills
Excellent written and oral communication skills, including communicating complex data clearly and concisely to multiple audiences
Excellent planning and organizational abilities
Experience managing and/or interacting with geographically distributed teams
Ability to coordinate with stakeholders across multiple functions and geographic locations
Ability to prioritize and conduct multiple projects simultaneously while maintaining day-to-day operational excellence
Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions
Strong analytical and problem-solving skills
Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets
Proficient computer skills, including Microsoft Teams, Outlook, Excel, and Office
Ability to maintain a positive and professional demeanor in fast-paced, high-stress situations
Familiarity with MSP/BlackKnight and Sagent is a plus
Prior Lean Six Sigma training and/or experience is a plus
Ability to work evening/weekend rotation and support the contact center until 8pm CST when required
Ability to work in the office 1–2 days per week and attend additional in-office events or business-needed time
Ability to sit, stand, type, and use a laptop computer and headset daily

Benefits

Comp & perks

Flexible working model
Generous PTO
11 paid holidays
Well-being time off
Volunteer time off
Up to 16 weeks of fully paid parental leave
Baby stipend
Multiple medical plan options
Mental health and wellness support offerings
401(k) with company match and vesting after one year
$400 annual well-being stipend
Tuition assistance up to $5,250
Recognition Rewards
Referral bonuses
Exclusive discounts
Competitive salary and benefits package