Associate Manager, Customer Experience - CoreLogic

At CoreLogic, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. CoreLogic 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.

CoreLogic 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 CoreLogic, 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.

Job Description:

CoreLogic is looking for a highly skilled Associate Manager, Customer Experience. With a passion for service excellence, you will lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at CoreLogic. To be successful 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.

Job Duties:

• Plan, organize, and direct workflow

• Train and lead staff in all departmental operations, processes, procedures and requirements

• Drive and coordinate effective Production and Quality Control as well as issue resolution

• 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

• Develop and measure key performance indicators at both team and individual level to gauge and enhance operational effectiveness

• Maintain a culture of continuous improvement and professional development

• Provide operational agility, including cross-training and business continuity

• Manage the client relationship including adhering to Service Level Agreements and maintain above average work quality

• One-on-one coaching, counseling and training of CCRs.

• Interviewing and selection of new employees. Communicating departmental initiatives and priorities to the team.

• Monitor quality of calls and provide written feedback associates. Address training needs with employees as necessary.

• Provide overflow coverage assistance with Contact Center Supervisors.

• Manage resolution of escalated calls.

Job Qualifications:

• Bachelor's degree preferred or equivalent 5+ years of relevant work experience

• 4+ years of related experience with a background in real estate/mortgage-escrow/quality auditing with3 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 and to manage change effectively

• Strong interpersonal, negotiation, and conflict resolution skills

• Excellent written and oral communication skills

• Excellent planning and organizational abilities

• Experience managing and/or interacting with distributed teams. Ability to organize and coordinate with stakeholders across multiple functions and geographic locations

• Ability to prioritize and handle multiple projects

• Proficient technical aptitude in MS Excel and Access

• 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 and to manage change effectively

• Strong interpersonal, negotiation, and conflict resolution skills

• Excellent written and oral communication skills

• Excellent planning and organizational abilities

• Experience managing and/or interacting with distributed teams. Ability to organize and coordinate with stakeholders across mul