Specialist, Client Operations

About the Role

Do you enjoy operations and want to have a deep understanding of property tax research, mortgage servicing, and client operations? Cotality is seeking an analytical and process-driven Subject Matter Expert (SME) to join our high-volume production team. In this role, you will help resolve complex, escalated client inquiries, utilizing forensic data research to protect property loan portfolios. If you excel at transforming operational data into stories, thrive in a fast-paced environment, and are passionate about driving improvement across cross-functional teams, we want you on our team!

Responsibilities

• Serve as a Subject Matter Expert (SME) within an assigned functional area, maintaining deep knowledge of process-specific platforms, regulatory requirements, and client-specific workflows.
• Act as the primary point of contact and resolution anchor for highly escalated, complex client inquiries and property tax complaints, ensuring minimal risk to property loan portfolios.
• Deliver exceptional customer service within a high-volume production environment, managing tasks, workflows, and projects to hit strict operational deadlines independently.
• Conduct intricate data research and forensic analysis of complex property tax cases, gathering information across internal departments, public agencies, clients, and advanced third-party subscriptions.
• Synthesize multi-source operational data to identify trends, model alternative solutions, and develop meaningful insights to resolve the most challenging operational bottlenecks.
• Communicate confidently and effectively across all levels of the organization, utilizing advanced data storytelling skills to articulate complex operational problems and recommendations clearly.
• Collaborate closely with team leaders, cross-functional associates, third-party vendors, and business partners to plan, develop, and execute key projects and strategic initiatives.
• Partner with management to connect and drive daily team goals directly to the organization's broader operational vision, values, and long-term milestones.
• Solicit input and innovative ideas from colleagues across the enterprise to foster a culture of continuous improvement, workflow harmonization, and data integrity.
• Maintain meticulous compliance with required company and client-driven standards, managing complex reporting lines and system audit tracking.

Qualifications

• High school diploma, GED, or equivalent required; Bachelor’s degree preferred.
• 6+ years of progressive, relevant experience in client operations, mortgage servicing, property tax research, or high-volume data infrastructure required.
• Proven track record as a Subject Matter Expert (SME) with technical mastery over process-specific platforms, regulatory standards, and client-specific programs required.
• Demonstrated capability to independently troubleshoot and resolve highly escalated client complaints and complex transaction disputes required.
• Advanced analytical skills with a proven ability to gather multi-source data, identify trends, and model operational solutions required.
• Excellent interpersonal and communication skills, with the specific ability to "tell a story" with supporting data to all levels of the organization required.
• Strong project management capabilities with a background in leading indirect resources or cultivating collaborative vendor partnerships required.

Pay

Annual Pay Range: 45,600 - 53,997 USD

Benefits

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. Highlights, depending on role classification, include:

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts, and more!