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Call Center Lead  

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 5/24/2023  
Position Call Center Lead  
Full-Time/Part-Time -unspecified-  
Exempt/Non-Exempt Non-Exempt  
Category Tax&Flood  
Location Dallas  
Req Number TAX-23-00041  

The Call Center Lead effectively plans and organizes the Call Center operations in coordination with the team’s strategies and objectives ensuring successful Call Center operations. The position ensures the team is providing effective customer service for all LERETA external and internal customers by using in-depth knowledge of company policies and procedures. The role is designated as the first point of contact in handling Customer escalations on the escalation team.

Inbound Calls/Task Research

  • Processes a high volume of incoming routine calls
  • Assigns/completes Share fax correspondence received from customers
  • Provides responsive assistance to homeowner, lender, and third-party calls regarding various tax inquiries for outsourced customers at first resolution
  • Responds to customer calls and/or email requests to address questions or concerns
  • Initiates task research for tax liens/sales, delinquent taxes, duplicate tax payments and proof of payment in response to homeowner inquiry
  • Notates tax bill correspondence received from homeowner on lender system and forward to the appropriate processing team
  • Mentors and monitor the Call Center Representatives
  • Assists other team members with workload when necessary
  • Communicates status of assignments to the supervisor
  • Responds to escalated homeowner, lender, and third party calls as needed


  • Assists the supervisor in planning and directing the daily workflow within the Call Center
  • Conducts quality assessments of completed work/telephone calls to ensure compliance, providing both individual and team feedback for improved performance
  • Assists with special projects in accordance with Business Partner requirements
  • Motivates team and participate in cross training personnel
  • Communicates suggestions for improving the department’s performance to the supervisor
  • Coordinates the implementation of new policy and procedures
  • Provides employees with direction and support
  • Assumes the supervisor’s role in his/her absence


  • Ensures Call Center goals are met, and customer SLA’s are maintained

Core Competencies:

  • Must be able to type 50 wpm+
  • Must be able to use 10 key by touch
  • Must be able to work in a fast-paced environment
  • Must be able to work independently and as a team, with minimal direct supervision
  • Ability to toggle between various lender systems
  • Ability to retain and recite multiple lender scripts
  • Ability to maintain a call quality assurance average of 90% or better
  • Excellent verbal and written communication skills
  • Proficiency with Microsoft Word, Excel, and Access
  • Demonstrate strong leadership, problem solving, and organizational skills
  • Experience with goal setting
  • Adeptness in time management
  • Working Knowledge of LERETA’s policies, procedures, and priorities


This position will perform other duties as assigned based on the needs of the department.

SALARY RANGE $18.54 $23.17

Position Requirements
  • High School Diploma or equivalent
  • 3-5 years’ experience in a call center environment
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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