Associate Manager, Customer Care

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

for each heading only if there is real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate. We need to parse the job posting and extract content for each section. Let's identify sections: - About the role: The initial paragraph(s) describing mission, company, role overview. The posting starts with "At Cotality, we are driven by a single mission..." then "Join us as we work toward our vision..." then "Cotality is committed..." then "We know our people..." then "By putting clients first..." then "Job Description As an Associate Manager, Customer Care, you have a passion for service excellence..." This is about the role. So we can put that in About the role. - Responsibilities: The list under "Job Responsibilities". It's a paragraph with sentences separated by periods. We need to convert to

• items. Each bullet likely corresponds to each sentence. Let's extract each responsibility sentence. From text: "Collaborate with both internal and external teams to facilitate a seamless client experience. Foster a high-energy, client-centric operation based on accountability and engagement. Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner. One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met. Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved. Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness. Interviewing and selection of new employees. Train and lead staff in all departmental operations, processes, procedures, and requirements. Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders. Maintain a culture of continuous improvement and professional development. Provide operational agility, including cross-training and business continuity. Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts." We need to split into list items. Some sentences have multiple clauses; but we can keep each sentence as a list item. However some sentences have two sentences separated by period; we can split accordingly. Let's produce list items: - Collaborate with both internal and external teams to facilitate a seamless client experience. - Foster a high-energy, client-centric operation based on accountability and engagement. - Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. - Manage effective email communication to meet client expectations in a timely and professional manner. - One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met. - Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. - Respond to internal and external stakeholders to ensure quality issues are resolved. - Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness. - Interviewing and selection of new employees. - Train and lead staff in all departmental operations, processes, procedures, and requirements. - Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders. - Maintain a culture of continuous improvement and professional development. - Provide operational agility, including cross-training and business continuity. - Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts. That seems fine. - Requirements / Qualifications: The posting has "Job Qualifications" then a list of bullet-like sentences. Also later "Key Leadership Attributes". Also "What To Expect". Also "Annual Pay Range". Also "Application Window". Also "Thrive with Cotality" benefits. We need to decide sections: Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have to avoid thin sections. Let's map content: - Requirements: maybe education and experience: "Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry. 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience." - Qualifications: maybe the list of skills: "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 to manage change effectively. Strong interpersonal, negotiation, and conflict resolution skills. Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences. Excellent planning and organizational abilities. Experience managing and/or interacting with geographically distributed teams. Ability to organize and coordinate with stakeholders across multiple functions and geographic locations. Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence. Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery. Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations. Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets. Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office). Ability to maintain positive and professional demeanor that lifts up others even 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." - Skills: maybe the "Key Leadership Attributes": "Open to feedback Resilient Takes ownership Emotional Intelligence Positivity Continuous Improvement Mindset Accountability". Could be considered skills. But we could combine Qualifications and Skills into one section if thin. However we need to follow instruction: prefer a few substantive sections over many thin ones. So we might combine Qualifications and Skills into a single "Qualifications" section that includes both the list of qualifications and leadership attributes. Or we could have separate sections if each has substantive content. Let's evaluate: The qualifications list is long; leadership attributes is a short list of 6 items. Could be its own section "Skills". That seems substantive enough. Thus we can have sections: - About the role (intro + job description paragraph) - Responsibilities (list) - Qualifications (education/experience + qualifications list) - Skills (Key Leadership Attributes) - Benefits (benefits highlights) - Pay (Annual Pay Range) - Schedule (What To Expect includes schedule info: hybrid schedule, evening coverage, etc.) We must not include sections with filler like "commensurate with experience". We have actual content. Now we need to strip boilerplate: remove EEO, equal-opportunity, scam-warning, privacy policy, application instructions, etc. Also remove "Application Window", "Thrive with Cotality" maybe part of benefits. Actually "Thrive with Cotality" is benefits section. We'll keep benefits. We need to remove "Application Window This opportunity is expected to remain posted through the date identified below, subject to business needs. 2026-09-21". That's metadata; we can drop or fold into short p. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. So we can drop it entirely or include a short p. Safer to drop. Also remove "Thrive with Cotality At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self." That's benefits intro; we can keep as part of benefits section. Now we need to output only HTML fragment, no /, no markdown. Let's craft:

  About the role

  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. As an Associate Manager, Customer Care, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. In this role you will foster open and effective communication channels, demonstrate empathy in all client interactions, mentor your team to ensure they provide compassionate and responsive service, and utilize strong problem-solving skills to address and resolve client issues efficiently.

  Then responsibilities:

  Responsibilities

  • Collaborate with both internal and external teams to facilitate a seamless client experience.
  • Foster a high-energy, client-centric operation based on accountability and engagement.
  • Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality.
  • Manage effective email communication to meet client expectations in a timely and professional manner.
  • One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met.
  • Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary.
  • Respond to internal and external stakeholders to ensure quality issues are resolved.
  • Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
  • Interviewing and selection of new employees.
  • Train and lead staff in all departmental operations, processes, procedures, and requirements.
  • Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders.
  • Maintain a culture of continuous improvement and professional development.
  • Provide operational agility, including cross-training and business continuity.
  • Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts.
  Qualifications: combine education/experience and qualifications list.

  Qualifications

  Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance,