We're looking for a bilingual Customer Care Specialist to join our fast-paced call center team in the Ocala, FL area. You’ll be the first point of contact for our English and Spanish speaking borrowers - 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 in both English and Spanish

• 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:

• Fluent in English and Spanish (spoken and written)

• 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.