Client Operations Manager Jobs in Rochester, NY (NOW HIRING)

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.

Job Description:

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!

What You Will Do

• 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.

Job Qualifications:

What We're Looking For (Job 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.

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Annual Pay Range:

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

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!

Cotality is an Equal Opportunityemployer committed to attracting and retaining thebest-qualified people available, without regard torace, color, religion, national origin, gender, sexualorientation, gender identity, age, disability or statusas a veteran of the Armed Forces, or any other basisprotected by federal, state or local law. Cotalitymaintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone's uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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