Essex Mortgage ยท 1 day ago
Customer CARE Specialist
Ocala, FL (In-Office) - Ocala, FL 34475
Full-time
Onsite
Entry Level
1+ years expEssex Mortgage is a company dedicated to delivering exceptional customer service in the mortgage industry. The Customer CARE Specialist will strengthen borrower relationships through proactive communication and effective problem-solving, while managing inbound and outbound service inquiries.
Financial ServicesMortgageReal Estate
No H1B
Responsibilities
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
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
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
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
Qualification
Required
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
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
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
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
Preferred
Associate's or Bachelor's degree in Business, Communications, or a related field preferred
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
MSP or FICS' Mortgage Servicer a plus
Company
Essex Mortgage
Essex Mortgage is a privately held mortgage lender in Orange County, California.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Nathan Sands
Chief Servicing Officer
Recent News
2025-04-16
Company data provided by crunchbase