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 inquiriesPerform structured intent discovery to determine purchase, refinance/HELOC, or non-lending intentFollow approved scripts and contact standards without deviationAccurately document all contact attempts, conversations,



and outcomes in the CRMRoute records to the correct workflow stage based on verified intentCleanly exit non-lending inquiries without continued follow-upResolve assigned records within the same business day whenever requiredAdhere strictly to service-level expectations and escalation rulesParticipate in daily and weekly execution reviews during the pilot phaseRequired Skills & Experience:Bachelor's Degree completed (preferred)Clear, professional spoken English suitable for U.S.-based consumersComfort making a high volume of structured outbound calls dailyAbility to follow scripts and defined processes exactlyStrong listening skills and calm, professional phone presenceComfort working in a highly governed, audited environmentWillingness to receive frequent feedback and correction during the pilot phaseHigh attention to detail and documentation accuracyWhat We Offer:Salary $23k - $24k grossFull 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 monthlyExcellence bonus of $1,000 MXN tax freeSchedule (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)#J-*****-Ljbffr

📌 Customer Support Specialist (Jalisco)
🏢 GDL Connect
📍 Jalisco