Customer CARE Specialist – Bilingual Position Available In Marion, Florida

Customer CARE Specialist

• Bilingual 3.5 3.5 out of 5 stars 1417 North Magnolia Avenue, Ocala, FL 34470 Job Summary The Customer CARE Specialist
• Bilingual role serves as a key member of our customer service team, providing exceptional support to both English
• and Spanish-speaking borrowers in a high-volume, fast-paced call center environment.

This role is essential to building strong relationships across the borrower lifecycle by delivering accurate, empathetic, and efficient service through both inbound and outbound interactions. Using tools such as Five9 and FICS’ Mortgage Servicer, the Bilingual Specialist will manage customer inquiries, conduct proactive outreach, and ensure account data accuracy while maintaining full compliance with privacy regulations. With a focus on creating “Raving Fans,” this role requires not only fluency in Spanish but also strong communication skills, attention to detail, and a passion for delivering best-in-class mortgage servicing support.

Core Competencies:

Bilingual Communication Excellence:

Communicates fluently and professionally in both English and Spanish, ensuring all borrower interactions are clear, respectful, and culturally responsive.

Customer-Centered Service:

Demonstrates empathy, patience, and a solutions-first mindset to create exceptional borrower experiences across diverse communities.

Technology Proficiency:

Utilizes tools such as Five9 and FICS’ Mortgage Servicer to manage calls, verify accounts, and document interactions with accuracy and efficiency.

Compliance & Confidentiality:

Maintains strict adherence to data privacy regulations and company policies while handling sensitive borrower information.

Productivity & Prioritization:

Evaluates and prioritizes work in real time to meet performance targets and manage frequent deadlines in a dynamic call center environment.

Collaboration & Team Support:

Communicates effectively with peers and supervisors to ensure consistency, coverage, and shared success across the team.

Ownership & Accuracy:

Takes full ownership of each borrower interaction and task, ensuring high levels of accuracy, follow-through, and accountability.

Cultural Awareness & Sensitivity:

Recognizes and respects cultural differences, creating a welcoming experience for all borrowers regardless of background or language.

Duties/Responsibilities:

Customer Experience & Relationship Building Deliver high-quality customer service in both English and Spanish, assisting borrowers across the full life cycle of mortgage servicing. Handle inbound calls and conduct outbound outreach (e.g., welcome calls, payment reminders) using Five9, ensuring borrowers feel heard, valued, and supported. Identify borrower needs, provide accurate information, and resolve issues with empathy and professionalism. Uphold Essex Mortgage’s commitment to creating “Raving Fans” through proactive, compassionate, and solutions-driven service. Operational Excellence Utilize FICS’ Mortgage Servicer to accurately access, update, and verify borrower accounts and servicing information. Ensure full compliance with data privacy regulations and internal security protocols during all borrower interactions. Maintain detailed and timely call documentation, issue resolution notes, and task completion records. Meet or exceed daily, weekly, and monthly performance targets (e.g., call handle time, hold time, wrap time, and customer satisfaction scores). Problem Solving & Escalation Support Actively listen to borrower concerns, identify root issues, and escalate complex cases to appropriate departments with clear documentation and context. Clearly articulate available solutions, next steps, and expectations in both languages, ensuring borrowers understand their options. Contribute feedback to leadership regarding borrower trends, recurring issues, and opportunities for process improvements. Campaign & Compliance Execution Execute scripted outbound campaigns (e.g., loss mitigation outreach, courtesy calls), transferring calls to specialized departments when appropriate. Maintain compliance with federal, state, and company communication guidelines for all scripted and unscripted interactions. Assist with returned mail processing, administrative follow-ups, and other team support duties as assigned Team Support & Continuous Learning Participate in team meetings, training sessions, and performance huddles to stay aligned with goals and updates. Share insights and support peers to ensure a collaborative, consistent borrower experience. Embrace ongoing learning opportunities to remain current on servicing updates, system enhancements, and customer care best practices. Education, Experience and/or

Skills:

High School Diploma or GED required; Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred. Fluency in both English and Spanish is required, with the ability to speak, read, and write professionally in both languages. 1-2 years of experience in a customer service or call center environment, ideally in mortgage servicing, banking, or financial services. Prior experience handling inbound and outbound call campaigns, with a strong focus on meeting customer service performance metrics. Familiarity with mortgage servicing systems, especially FICS’ Mortgage Servicer, is preferred. Experience using Five9 or other cloud-based call center platforms is a plus. Knowledge of data privacy, FDCPA, and customer interaction compliance requirements in a financial services environment. Proven ability to remain professional, courteous, and composed in high-pressure or emotionally sensitive customer situations.

Computer & Equipment Skills:

Intermediate in Microsoft Office programs (Word, Excel, PowerPoint) Word processing (speed and accuracy) MSP or FICS’ Mortgage Servicer a plus Email Internet software Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

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

EEO Statement:

As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.