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Tax Cert Voice


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Job Brief

We are seeking a Lead Associate for our US mortgage Tax Calling process, which operates as a semi-voice process. This role involves interacting with local governments in the United States to obtain property tax information, primarily concerning real estate or personal property. The Associate will analyze tax values, compile data accurately, and report findings in a template format to the client. Additionally, responsibilities include contacting tax assessors/collector’s offices, managing a daily pipeline, meeting defined targets, and ensuring adherence to Service Level Agreements (SLAs).

Roles and Responsibilities

  • Contact tax assessors/collector’s offices to gather real estate property tax information.
  • Accurately input obtained information into the system.
  • Maintain a pace to deliver 35 completed tax certificates per day.
  • Daily pipeline management and prioritization of tasks according to criticality.
  • Ensure team ramp-up aligns with established plans.
  • Conduct end-to-end risk analysis of loan files.
  • Meet daily targets and all communicated SLAs.
  • Perform any other duties assigned by Management.


  • Bachelor’s degree in any discipline.
  • 1 to 2 years of relevant experience.
  • Ability to understand delinquent amounts, assess tax requirements, and initiate mail ways.
  • Typing speed of at least 30 words per minute with 90% accuracy.
  • Strong attention to detail and high accuracy in work.
  • Proficiency in MS Office and analytical skills.
  • Excellent verbal and written communication skills, along with problem-solving abilities.
  • Flexibility to work day and night shifts as required.
  • Strong team player with adaptability to change and the ability to handle pressure positively.