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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.

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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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