Job Details

Customer Care Specialist

We're looking for a customer care specialist to join our fast-paced call center team in the Ocala, FL area. 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 lifecycle.

Schedule: Monday thru Friday, 8-hour shift between 9am & 8pm

Pay: $17+ / hour, DOE

Key Responsibilities of the Customer Care Specialist:

• Provide top-tier customer support.
• 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.

Skills & Qualifications of the Customer Care Specialist:

• High school diploma or GED (Associate's or higher preferred)
• 12 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:

• Able to sit and work at a computer for extended periods
• Clear speaking voice and hearing
• Lift up to 10 lbs occasionally

This is a temp-to-hire position and the client offers benefits once hired in.

This is a drug-free workplace. All candidates must be able to pass a pre-employment drug screen and be willing to submit to a national background check.

If you're interested in this position, please apply with a complete resume and work history.