Customer Care Specialist

Location: Ocala, FL (This is a fully onsite position. Remote work is not available.)

Work Schedule: Monday - Friday, 8 hr. shift between 9am-8pm

Pay Range: Starting 17/HR DOE

About the Role:
We're looking for a Customer Care Specialist to join our fast-paced call center team. You’ll be the first point of contact - answering questions, resolving issues, and ensuring each customer feels supported and heard. This role is essential to delivering excellent service throughout the mortgage life cycle.

Key Responsibilities:

• Provide top-tier customer support in both English and Spanish

• Handle inbound and outbound calls using Five9

• Assist borrowers with payments, account questions, and issue resolution

• Maintain accurate records in FICS’ Mortgage service

• Follow all compliance and privacy guidelines

• Meet daily performance goals (call times, quality, customer satisfaction)

• Escalate issues when needed with clear documentation

• Support outbound call campaigns and other administrative tasks

What You Bring:

• High school diploma or GED (Associate’s or higher preferred)

• 1–2 years of experience in customer service or a call center (mortgage or financial services preferred)

• Strong communication skills and attention to detail

• Familiarity with Five9 and/or FICS is a plus

• Knowledge of privacy and compliance rules (FDCPA, etc.)

• Professional, calm, and empathetic under pressure

Tech Skills:

• Proficient in Microsoft Office (Word, Excel, etc.)

• Comfortable with typical office and call center equipment

Physical Requirements:

• Ability to sit and work at a computer for extended periods

• Clear speaking voice and hearing

• Lift up to 10 lbs occasionally