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Added 13 mins ago
Ice Rink Operations Manager
Canlan Sports
Langley (District), BC · City of Langley, BC
Full-time
…maintenance duties. Scheduling, supervising, and training of staff as well as ordering supplies & equipment, and following budgets & costs are also the responsibility of the Operations…
Added 13 mins ago
Account Manager
Guardteck Security Corp.
Calgary, AB
$65,000 to $80,000 CAD / year
Full-time
Guardteck is seeking an Account Manager to manage client relationships and service delivery across a portfolio of security sites in Calgary, AB. This is a client-facing operations role…
Added 13 mins ago
Transportation Engineering Manager
Watt Consulting Group Ltd. (WATT)
Victoria, BC
Full-time
· You are actively developing staff and contributing to priority pursuits.
Added 13 mins ago
Manager, IT Support Services
IDFusion Software
Winnipeg, MB
Full-time
IDFusion is looking to hire a Manager, IT Support Services to join our team. Do you want to work for a company that focuses on values for both its clients and employees? A company that…
Added 13 mins ago
Facilities Manager
The University of British Columbia
Vancouver, BC
$9,599.75 to $14,385.5 CAD / month
Full-time
The Facilities Manager provides operational oversight for an assigned campus zone comprising over 1 million gross square feet (GSF) of academic, research, and administrative space. As the…
Added 13 mins ago
Assistant Store Manager
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Toronto, ON
Full-time
As an Assistant Store Manager at L’Occitane Sherway Gardens, your mission is to create an environment that offers a peaceful respite from the hustle and bustle of daily life. Working…
Added 13 mins ago
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Toronto, ON
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…stakeholders at all levels, from senior executives to frontline…
Added 13 mins ago
Undergraduate Admissions Coordinator
The University of British Columbia
Vancouver, BC
$4,739 to $5,102 CAD / month
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Added 13 mins ago
Assistant Manager
Sporting Life
Toronto, ON · North York, ON
$65,000 to $75,000 CAD / year
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With this role, you will report to and partner closely with the Store General Manager (SGM), supporting with accurate reporting, sales and profit achievement, P&L management, inventory…
Added 13 mins ago
Refrigeration Operator – Ice Maker 3
The University of British Columbia
Vancouver, BC
$5,764 to $6,222 CAD / month
Full-time
…excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC…
Added 13 mins ago
Barista - Starbucks (Auxiliary)
The University of British Columbia
Vancouver, BC
$23.4 to $24.74 CAD / hour
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Added 13 mins ago
Senior Manager, Strategic Communications
The University of British Columbia
Vancouver, BC
$8,810.92 to $13,202.5 CAD / month
Full-time
The Senior Manager, Strategic Communications leads strategic communications planning and provides tactical expertise within the UBC Faculty of Medicine. Reporting to the Executive Director,…
Added 13 mins ago
Senior Manager, Public Relations
The University of British Columbia
Vancouver, BC
$8,810.92 to $13,202.5 CAD / month
Full-time
The Senior Manager, Public Relations provides strategic leadership and is accountable for the development, integration and implementation of the Faculty of Medicine’s Research & Innovation…
Added 14 mins ago
Fresh Food Manager
Federated Co-operatives Limited
Fort Qu'appelle, SK
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Prairie Co-op is hiring a Permanent Full-Time Fresh Food Manager at our Food Centre in Fort Qu’Appelle, SK.
Added 14 mins ago
Respiratory Therapist Diploma
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Job Description: Reporting to the manager, the therapist will provide service to patients and physicians by implementing the physician's orders for respiratory patient care. This involves…
Added 14 mins ago
Dietitian Degree
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Saskatoon, SK
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Job Description: Under the direction of the manager Interprofessional Practice, the Dietitian is responsible for managing the nutrition care of patients. This includes nutritional…
Added 14 mins ago
Strategic Initiatives Manager
United Way British Columbia
Prince George, BC · Victoria, BC · Kamloops, BC · Burnaby, BC · Kelowna, BC · Nanaimo, BC
$92,510.6 to $96,369 CAD / year
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Supervise and support a staff team across the province, setting expectations, clarifying priorities, and fostering accountability, collaboration, and development
Added 14 mins ago
Dietary Aide
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Brockville, ON
$22.71 to $24.14 CAD / hour
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Work collaboratively with the Nutritional Manager, Registered Dietitian, and dietary team.
Added 14 mins ago
Manager, I.S. (NCF)
Nissan Motor Corporation
Mississauga, ON
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We are seeking a highly skilled and experienced Manager, I.S. to join our dynamic team at Mississauga, ON - Canada.
Added 14 mins ago
Project Manager - Buildings
Kiewit
Toronto, ON
As a Project Manager, you will be responsible for job site management and will oversee the administrative and technical aspects of the design and construction of one or multiple building…
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ASSISTANT STORE MANAGER
The Aldo Group Inc / Le Groupe Aldo Inc.
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As Assistant Store Manager, you’re the Store Manager’s right hand and a key player in creating an amazing store experience. You lead by example, inspire your team to hit sales goals, and…
Added 14 mins ago
RGA Care
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High River, AB
$22.05 to $26.81 CAD / hour
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…secure environment for residents, their families’ and other…
Added 14 mins ago
Manager, Gift Processing (1 - Year Contract)
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Toronto, ON
Full-time · Temporary
Under the supervision of the Senior Manager, Gift Processing, the Manager, Gift Processing is responsible for overseeing all Gift Processing staff across the country (not including Quebec),…
Added 14 mins ago
Front Desk Assistant
Pacifica Housing
Victoria, BC
Full-time
greeting all in-person visitors to the main office and re-directing visitors with appointments to appropriate staff;
Added 14 mins ago
Security Project Manager 2
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Brampton, ON · CAN ON Brampton Paget Road
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The National Project Manager is an integral part of our national operations group, and acts as project leader to plan, execute, and complete access control, CCTV, intrusion alarm and…

Cotality

Associate Manager, Customer Care

London, ON, Canada

Job type: Full-time
Apply by: Oct 21, 2026
Experience: 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience.
Posting language: English
Posted: Sep 21, 2026

Apply About employer

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Original job description

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

As an Associate Manager, Customer Care, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. 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 Responsibilities

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.
Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner.
One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met.
Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved.
Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
Interviewing and selection of new employees.
Train and lead staff in all departmental operations, processes, procedures, and requirements.
Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders.
Maintain a culture of continuous improvement and professional development.
Provide operational agility, including cross-training and business continuity.
Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts.

Job Qualifications

Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry.
4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ 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 teams and to manage change effectively.
Strong interpersonal, negotiation, and conflict resolution skills.
Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences.
Excellent planning and organizational abilities.
Experience managing and/or interacting with geographically distributed teams.
Ability to organize and coordinate with stakeholders across multiple functions and geographic locations.
Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence.
Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery.
Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations.
Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets.
Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office).
Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations.
Familiarity with MSP/BlackKnight and Sagent is a plus.
Prior Lean Six Sigma training and/or experience is a plus.

Key Leadership Attributes

Open to feedback
Resilient
Takes ownership
Emotional Intelligence
Positivity
Continuous Improvement Mindset
Accountability

What To Expect

Here are a few things that are useful to know about this role to ensure it is a good fit:

Contact center experiences a busy season during Q4.
The management team has a rotation to cover the evening schedule and at times will be required to support the contact center until the 8pm CST closing time.
Associate managers should expect a span of control of approximately 12-15 direct reports.
Familiarity with MSP/BlackKnight and Sagent is a plus.
Cotality offers a Flexible Work Model that includes a hybrid schedule. Management is expected to be in the office 1-2 days per week (work from home is permitted for the other 3-4 days) and the team has an in-office coverage schedule to ensure the customer care associates have adequate management support on site.
Other in-office time may be required based on business need or to attend “Moments that Matter” (MTM) events hosted department or company-wide.
Associate managers should expect to sit, stand, type, and use a laptop computer and headset on a daily basis.

Annual Pay Range

60,300 - 65,000 USD

Application Window

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

2026-09-21

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 Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

Privacy Policy

Global Applicant Privacy Policy

By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.

Connect with us on social media! Click on the quicklinks below to find out more about our company and associates

Apply About employer

More about this job

Responsibilities

The Associate Manager will lead a team of customer care representatives to ensure service excellence and effective client communication. Responsibilities include managing client relationships, conducting performance coaching, and driving operational effectiveness through data-driven insights.

Requirements

Candidates must have at least 5 years of relevant experience in real estate, escrow, or title insurance, including 3 years of leadership experience. A bachelor's degree is preferred, along with strong analytical skills and proficiency in Microsoft Office.

Skills

Team leadership
Customer service excellence
Performance management
Conflict resolution
Data analysis
Root cause analysis
Coaching
Communication
Problem-solving
Operational management
Stakeholder management
Quality control
Negotiation
Emotional intelligence
Project management
Microsoft Office

Benefits

Generous PTO
11 Paid holidays
Well-being time off
Volunteer time off
Parental leave
Baby stipend
Medical plan options
Mental health support
Wellness support
401(k) with company match
Well-being stipend
Tuition assistance
Recognition rewards
Referral bonuses

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Real Estate
Escrow
Title Insurance
Mortgage
Quality Auditing
Leadership
Lean Six Sigma
MSP
BlackKnight
Sagent
Microsoft Teams
Outlook
Excel
Performance Improvement
Service Level Agreements
Contact Center
Operational Agility
Business Continuity
Root Cause Analysis
Client-centric
Data Analysis
Accountability
Professional Development
Communication
Conflict Resolution
Negotiation
Emotional Intelligence
Strategic Planning
Management

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