Job description
Our client is a growing mortgage lending company based in California, with multiple branches and a team of nearly 40 serving homebuyers across the state. We're looking for a Bilingual Customer Experience Specialist to be the first voice their leads hear — someone who can respond fast, build rapport instantly, and guide new inquiries smoothly from first contact to a completed loan application.
This is a remote, Mexico-based role supporting a US mortgage team. You'll work closely with Sales and Operations leadership to make sure no lead goes cold and no question goes unanswered.
What You'll Do
Respond to new inbound leads within minutes, not hours — speed to lead is everything in this role
Make outbound and inbound calls, texts, and emails to engage prospective homebuyers in Spanish and English
Nurture leads who aren't ready to apply yet, keeping them warm through consistent, friendly follow-up until they're ready to move forward
Guide leads through the initial intake and application process, answering basic questions and removing friction
Log every interaction accurately in our CRM so nothing falls through the cracks
Coordinate with Loan Officers and Ops team members to hand off qualified leads at the right moment
Help identify ways to improve our intake and nurture process as you learn what resonates with leads
What You Bring
Fully bilingual in Spanish and English, both written and verbal, with natural, professional communication in each — Mexican Spanish fluency required
Prior experience in customer service, sales support, call center, lead intake, or a similar fast-response role
Comfortable on the phone and confident initiating conversations with new contacts
Strong follow-up discipline — you don't let leads go quiet
Tech-comfortable: CRM systems, dialers, email, and messaging tools
Reliable high-speed internet and a quiet home workspace for remote work
Mortgage, real estate, or financial services experience is a plus but not required — we'll train you on our process
Why Join Us
Fully remote position with a stable, established US mortgage lending company
Clear onboarding and ongoing coaching so you're set up to succeed from day one
A tight-knit team where your work directly moves the needle on company growth
Room to grow as the company scales
Schedule: Full-time, aligned with US Pacific Time business hours