Hybrid Team Lead, Client Operations Management, Tax Research

at Cotality

• Job title: Team Lead, Client Operations Management, Tax Research
• Job type: Full Time
• Experience level: Senior
• Salary: $44,300 - $54,080 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Dallas, United States

About the role

• Client Operations Management Lead managing workflows for property loans in a fast-paced environment. Engage teams and deliver exceptional client service while driving process improvements and mentorship.

Responsibilities

• Manage the workflow of a team in a fast-paced production environment that services, supports and mitigates risk for different types of property loans.
• Organize workflow to maximize efficiencies while delivering an exceptional client experience.
• Manage workflow tasks, delegate project work, drive process improvement, and help develop the team through training and mentorship.
• Assist with complex escalations or work directly with clients.
• Engage and motivate yourself by applying your organizational, communication, and influencing skills that drive team success.
• Assist leadership team with the management of daily operational activities for assigned team(s).
• Provide direction and guidance to team members.
• Consistently deliver exceptional client service in a high-volume production environment.
• Provide mentorship and training to team members.
• Conduct intricate research of property tax cases by utilizing advanced tools and resources including internal departments, third party sources, public agencies, and clients according to defined business procedures.
• Adhere to all required company and client driven standards and/or Service Level Agreements (SLAs).
• Perform simple to complex reporting events such as maintaining tax research files, searching and investigating tax research case information, and processing departmental documents requiring knowledge of functional operations.
• Track progress and provide status report to management on achievement of daily and weekly team goals.
• Lead or participate in projects or initiatives.
• Lead and direct client meetings.
• Provide primary operational support and communication for the assigned team(s).
• Serve as a change champion in order to meet goals and maximize team performance.
• Build, maintain and leverage strong professional relationships.
• Assist in troubleshooting and resolving complex escalated issues.

Requirements

• High school diploma, GED or equivalent required; bachelor’s degree preferred
• 6+ years of relevant experience
• Client service-oriented experience required
• Strong aptitude for leading people, with the ability to influence and motivate others
• Ability to provide exceptional client service in a high-volume production environment
• Ability to manage, prioritize and delegate tasks for assigned team(s)
• Ability to manage time, set priorities and meet deadlines for self and assigned team(s)
• Intermediate computer skills and technical mastery of relevant systems and applications
• Ability to understand basic property related documentation from a variety of sources
• Critical thinking to synthesize information from multiple sources to solve problems
• Detail oriented to process and analyze data accurately
• Ability to collaborate with others and provide status updates
• Exceptional verbal and written communication skills
• Willingness to continuously learn and develop.

Benefits

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