GDL Connect is a US-based company with operations in Guadalajara, Mexico, providing top-tier nearshoring staffing solutions to lower operational costs without compromising company culture. The company focuses on cross-cultural excellence to empower businesses to focus on expansion and growth.
About the role:
The Customer Support's responsibility is to accurately determine borrower mortgage intent, follow defined workflows, document outcomes, and route records correctly within a structured system. Success in this role is measured by accuracy, discipline, and adherence to defined standards.
What You’ll Do
- Conduct outbound and inbound contact with consumers regarding mortgage related inquiries
- Perform structured intent discovery to determine purchase, refinance/HELOC, or non-lending intent
- Follow approved scripts and contact standards without deviation
- Accurately document all contact attempts, conversations, and outcomes in the CRM
- Route records to the correct workflow stage based on verified intent
- Cleanly exit non-lending inquiries without continued follow-up
- Resolve assigned records within the same business day whenever required
- Adhere strictly to service-level expectations and escalation rules
- Participate in daily and weekly execution reviews during the pilot phase
Required Skills & Experience :
- Bachelor's Degree completed (preferred)
- Clear, professional spoken English suitable for U.S.-based consumers
- Comfort making a high volume of structured outbound calls daily
- Ability to follow scripts and defined processes exactly
- Strong listening skills and calm, professional phone presence
- Comfort working in a highly governed, audited environment
- Willingness to receive frequent feedback and correction during the pilot phase
- High attention to detail and documentation accuracy
What We Offer:
- Salary $23k - $24k gross
- Full law benefits (20 days of Christman bonus at year, 37.5% instead of 25% of vacation bonus)
- Punctuality and attendance bonus of $2,200 MXN tax free monthly
- Excellence bonus of $1,000 MXN tax free
- Caja de Ahorro
Schedule (Saturdays remote, weekdays onsite):
- Regular (November – March): Tuesday to Saturday 11:00 AM – 08:00 PM (Sunday and Monday off)
- During Daylight Saving Time in the U.S. (March – November): Tuesday to Saturday 10:00 AM – 07:00 PM(Sunday and Monday off)
📌 Customer Support Specialist (Guadalajara)
🏢 GDL Connect
📍 Guadalajara
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