Sr Associate, Client Operations

About the role

The Sr Associate, Client Operations position within the Credit Operations team specializes in conducting detailed analysis, research, and data analysis to support lenders and consumers updating credit information used in the lender’s home loan underwriting process. They provide delightful customer service, ensuring understanding of the process by our clients and consumers and providing accurate and complete credit data.

Location

Cotality's office is located at 2385 Northside Drive, Suite 100, San Diego CA 92108. Candidates should live within a commutable distance to this site.

Schedule

• This center is open from 6:00am-5:00pm Pacific Monday – Friday.
• Employees can exercise a hybrid work model, with 1 day onsite (Wednesday) and 4 days working remotely, based on individual performance.
• This model could change based on business needs.
• Adherence to working these hours is required, no exceptions.
• Some overtime may be desired depending on business needs.
• There would be one Lunch Break for 30 minutes and two 15 minutes breaks, which will be pre scheduled for the day.

Job Qualifications

• Basic Qualifications:
• Education - High school diploma, GED or equivalent
• Experience: Proven background in Credit Operations, Mortgage lending, or Loan Processing
• Technical Skills:
• Proficiency in interpreting credit reports and navigating multi-screen database environments
• Operational Stamina: Ability to thrive in a fast-paced, high-volume production setting
• Analytical Skills: Strong attention to detail with the ability to solve problems independently
• Communication: Excellent verbal and written skills for professional interaction with external stakeholders

Success Metrics

• Accuracy: Maintaining zero-defect data entry and verification
• Speed: Consistently meeting or exceeding daily SLA turnaround times
• Resolution: Successfully resolving complex credit disputes through thorough research

What will you be doing

• Data Verification: Conduct inbound and outbound calls to creditors, borrowers and and lenders to verify and update credit report data.
• Case Management: Research and resolve complex credit data discrepancies using proprietary tools, databases, and public records.
• Lender Support: Provide technical assistance to lenders regarding credit report update requests and underwriting requirements.
• Production & Compliance: Execute high-volume requests (15- 20 calls / day ) while maintaining strict adherence to company standards and Service Level Agreements (SLAs).
• Documentation: Maintain precise and organized digital files for audit and compliance purposes.

Benefits

• 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!