Customer CARE Specialist

Job Summary:

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.

Core Competencies:

Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork. Meets confidentiality requirements related to company, customer and financial information. Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content. Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines. Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly. Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met. Remains up to date on best practices relevant to the position and uses work hours productively.

Essential Duties:

Customer Experience & Raving Fans Strengthen Customer Relationships :

Proactively identify and address borrower needs through effective communication, ensuring a customer experience that transforms every interaction into a memorable one.

Provide Comprehensive Support :

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.

Proactive Customer Outreach :

Conduct outbound welcome and payment reminder calls designed to educate and assist borrowers, fostering trust and positive relationships through consistent follow-up.

Create Raving Fans :

Deliver a customer-first approach in every interaction, resolving concerns and going beyond expectations to ensure customers feel valued and appreciated.

Operational Excellence & High Performance Exceed Performance Metrics :

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.

Efficient Call Handling :

Accurately verify account details through servicing system validation, ensuring full compliance with all data privacy regulations to safeguard borrower information.

Quality Assurance :

Follow company protocols rigorously to maintain high standards of customer service, ensuring consistent delivery of accurate, quality interactions across all channels.

Problem Solving & Leadership Effective Listening & Resolution :

Actively listen to borrower requests, inquiries, or concerns to quickly identify needs, escalating complex cases when necessary to appropriate teams or departments.

Service Solutions Articulation :

Confidently explain service options, resolutions, and next steps to borrowers, ensuring they fully understand their available choices and outcomes.

Collaborative Feedback :

Share borrower insights and feedback with supervisors and the wider team, contributing to continuous service improvement and operational success.

Transparency & Administrative Support Compliant Account Management :

Maintain and update borrower records accurately, ensuring all account information is logged promptly and in compliance with industry regulations and company policies.

Scripted Campaigns & Transfers :

Execute outbound scripted campaigns, transferring borrowers to specialized departments as needed, ensuring seamless and appropriate escalation of more complex issues.

Administrative Tasks :

Support administrative functions such as tasks, returned mail processing, and assist with additional administrative tasks as needed.

Additional Responsibilities :

Be flexible in taking on other duties and projects as assigned, supporting the overall goals of the Customer CARE team and the organization Education and Experience High School Diploma or GED required : Associate's or Bachelor's degree in Business, Communications, or a related field preferred. 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. Strong understanding of mortgage servicing processes and customer account management is a plus. 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. Computer and 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, projectors, 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

Work Authorization :

Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship.

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.