Professional, Escalation Management

| Rochester, NY
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Job Summary:

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients' toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset - our people!

Job Description:

A Escalation Management Representative demonstrates leadership, attention to detail and the ability to provide feedback within their team and across CoreLogic as a whole. They are expected to work collaboratively with the lead/supervisor of the department to improve quality through process improvements, trending/tracking issues, reporting, training and continuous feedback to individuals, the team and management.
• Able to collaborate with peers, other departments and clients to improve processes and share best practices
• High level of integrity and understanding of the need to respect all team members; impartial to all team members
• Ability to provide open and honest feedback to all CoreLogic employees
• Must be able to recognize issues that require a high sense of urgency and act on them accordingly; able to prioritize based on these issues
• Technical knowledge for department, or ability to quickly obtain technical knowledge
• Strong sense of self-motivation and ability to take ownership of the work
• Strong project management, organizational and customer service skills
• Excellent verbal, written and group communication skills; ability to communicate with technical and non-technical audiences
• Ability to establish relationships with people at all levels of the organization and external clients; must be approachable
• Ability to work independently and maintain tight deadlines
• Ability to manage multiple tasks/projects simultaneously
• Ability to hold others accountable
• High level of attention to detail
• Strong analytical reasoning skills

Essential Functions/Responsibilities
• Review completed work for accuracy and completion utilizing customer business rules. Stay updated on changes to procedures and processes for the client. Answer team member questions on production and work with new team members on what steps go through QC.
• Track errors identified in the QC process. Create and send reporting to lead/supervisor on errors on the team and individual level. Trend errors for patterns and recommend refresher training, process improvements or updates to the procedures based on trending. Hold monthly meetings with the lead/supervisor to discuss patterns and trends.
• Deliver feedback to individual team members on errors. Educate team members on error type, where information is in the procedures and correct steps to complete the work correctly. Provide one on one education to team members on error scenario and educate the full team on errors that are trends. Make recommendations on when to decrease the percentage of QC for individuals or types of work.
• Escalation rep will be responsible for training, support and handling of escalated matters which includes but is not limited to closing hours and potential Saturday hours

Job Qualifications:
• High School diploma required; Bachelor's degree preferred
• 3+ years related work experience
• Demonstrated experience in operations and continual process improvement
• Strong interpersonal and communication skills, with client-facing experience
• Strong time management and prioritization skills
• Proven ability to operate in a fast-paced, client-centric, results-oriented culture
• Intellectual curiosity and a passion for data

CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverseworkforce and creating an inclusive workenvironment 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.

EOE AA M/F/Veteran/Disability:

CoreLogic is an Equal Opportunity/Affirmative Actionemployer 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. CoreLogicmaintains a Drug-Free Workplace.

Please apply on our website for consideration.

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More Information on CoreLogic
CoreLogic operates in the Real Estate industry. The company is located in Pacifica, CA. CoreLogic was founded in 2010. It has 4880 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 160 open jobs at CoreLogic, click here.
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