CSR - Inbound

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) 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: 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.