Escalations 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:

Cotality is seeking a Manager, Client Account Services who thrives at the intersection of technical problem-solving and relationship management. In this vital role, you will act as the primary bridge between our clients complex requests and Cotality's internal technical, product and engineering teams.

This is a hands-on leadership role. Not only will you guide your direct team and collaborate with internal/external vendors, but you will also dive into the technology yourself-supporting solutioning of various Cotality applications to meet client needs. If you are a critical thinker who loves translating complex technical concepts into polished client solutions, this role is for you.

Primary responsibilities include:

• Act as a resource for less tenured reps on all admin functions. Work with leadership on ideas to best align current administrative functions that can be handled in an automated fashion.

• Demonstrate leadership and customer focus by assisting with coaching, training, and mentoring of less tenured members of the client account services team providing opportunities for employee development.

• Ability to ensure customer satisfaction with the management of your client services members and their accounts which includes having awareness of client requests, projects and issues, and driving to resolution.Providing regular feedback and strategies on how to manage client workload, requests and meetings, to your respective client services team members.

• Lead your respective Team(s) to ensure that all employees are aware of key initiatives, products and processes so that they feel engaged within the team and can better serve our clients requests and needs. Utilization of various communications as well as setting clear objectives to each team member on what is expected of them.

• Lead or participate in internal projects and implementation of those projects. May offer additional support on SalesForce template tasks and documentation.

• Help with build specific coordination as needed, including vetting template tasks related to build releases.

• Be available to act as an SME for projects involving the client and Cotality

• Perform quality assurance audits of tasks in the queue and provide feedback and guidance on best practices

• Act as an escalation point for your direct reports to take on any client escalations to full resolution. This includes providing timely and consistent updates to the client and interested internal parties until full resolution. Identification of the necessary people and resources required to fully solve the problem as well as outlining a solid plan for execution for timely resolution and client satisfaction.Being a champion to ensure that root cause analysis is obtained (for failures) to provide information that can be tailored and provided to the client post resolution.Successful handling and communication of all escalated issues until full resolution and client satisfaction.

• Drive process improvement through seeking out and identifying opportunities, business process definition and system alignment.

Job Qualifications:

• Bachelor's degree or equivalent experience with a focus in the IT Industry or related field or 5+ years' working experience in product implementation, or technical client support role.

• Strong critical thinking and problem-solving skills.

• Excellent written and verbal communication skills; including the ability to communicate effectively with all levels of the organization along with the ability to parse out the required details from client requests.

• Technical project management/coordination skills to make high quality business decisions based on a mixture of analysis, experience, and judgment.

• Ability to immediately adapt to changing requirements and conditions.

• Ability to understand client's business needs/requirements and effectively communicate issues to a range of audience members.

• Experience with SQL and/or programming language is strongly desired.

• Experience with input forms, rules, tables, reading error codes, and JIPS.

• Familiarity with real estate concepts is strongly desired.

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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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