Customer CARE Specialist

Essex Mortgage•Ocala, FL

7d•Onsite

About The Position

This position is fully onsite at our Ocala, FL office location. The Customer CARE Specialist plays a pivotal role in delivering exceptional customer service within a fast-paced, blended inbound and outbound call center. This position is focused on strengthening borrower relationships through proactive communication, effective problem-solving, and providing personalized service across the full life cycle of mortgage servicing. The ideal candidate will consistently exceed performance metrics, ensure compliance with data privacy regulations, and create "Raving Fans" by delivering a positive, seamless experience with every interaction. Responsibilities include handling inbound service inquiries, conducting outbound payment reminders and welcome calls, and accurately managing borrower account information. With a commitment to operational excellence, the Customer CARE Specialist will contribute to the team’s overall success through administrative support, scripted campaign delivery, and the effective escalation of complex issues to specialized departments. This role requires strong communication skills, attention to detail, and a passion for creating outstanding customer experiences.

Requirements

High School Diploma or GED required
1-2 years of experience in a customer service or call center environment, preferably in mortgage servicing, financial services, or a related industry.
Experience in handling inbound and outbound calls, with a focus on delivering excellent customer service and meeting performance metrics.
Familiarity with data privacy regulations and experience ensuring compliance during customer interactions.
Proficiency with CRM systems and call center software, with the ability to learn new technologies and tools quickly.
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)
Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
Clear speaking voice on the telephone, in person, and recorded
Hearing within normal ranges in noise environments typical of office
Able to sit for long periods of time at computer or other work-station and in meetings
Able to use computers and operate equipment
Able to lift 10 pounds occasionally unassisted
Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred.
Strong understanding of mortgage servicing processes and customer account management is a plus.
MSP or FICS’ Mortgage Servicer a plus

Responsibilities

Proactively identify and address borrower needs through effective communication, ensuring a customer experience that transforms every interaction into a memorable one.
Handle inbound calls covering the full life cycle of mortgage servicing, from payment inquiries to account updates, offering clear, accurate, and timely information to ensure customer satisfaction.
Conduct outbound welcome and payment reminder calls designed to educate and assist borrowers, fostering trust and positive relationships through consistent follow-up.
Deliver a customer-first approach in every interaction, resolving concerns and going beyond expectations to ensure customers feel valued and appreciated.
Meet and exceed daily, weekly, and monthly call performance targets, including metrics such as average handle time, average after call wrap up, hold time, and customer satisfaction, as set forth by management.
Accurately verify account details through servicing system validation, ensuring full compliance with all data privacy regulations to safeguard borrower information.
Follow company protocols rigorously to maintain high standards of customer service, ensuring consistent delivery of accurate, quality interactions across all channels.
Actively listen to borrower requests, inquiries, or concerns to quickly identify needs, escalating complex cases when necessary to appropriate teams or departments.
Confidently explain service options, resolutions, and next steps to borrowers, ensuring they fully understand their available choices and outcomes.
Share borrower insights and feedback with supervisors and the wider team, contributing to continuous service improvement and operational success.
Maintain and update borrower records accurately, ensuring all account information is logged promptly and in compliance with industry regulations and company policies.
Execute outbound scripted campaigns, transferring borrowers to specialized departments as needed, ensuring seamless and appropriate escalation of more complex issues.
Support administrative functions such as tasks, returned mail processing, and assist with additional administrative tasks as needed.
Be flexible in taking on other duties and projects as assigned, supporting the overall goals of the Customer CARE team and the organization.