Customer Support Specialist

About Us:

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
• 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
• Sunday bonus if applicable

Schedule 1 (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)

Schedule 2 (Saturday and Sunday remote, weekdays on site)

• Regular (November – March): Friday to Tuesday 11:00 AM – 08:00 PM (Wednesday and Thursday off)
• During Daylight Saving Time in the U.S. (March – November): Friday to Tuesday 10:00 AM – 07:00 PM (Wednesday and Thursday off)

Tipo de puesto: Tiempo completo

Sueldo: $23,000.00 - $24,000.00 al mes

Beneficios:

• Caja de ahorro
• Días de maternidad superiores a los de la ley
• Días de paternidad superiores a los de la ley
• Programa de referidos

Pregunta(s) de postulación:

• Are you comfortable working in an onsite setting?
• What's your salary expectation in mexican pesos and gross wisely?
• Which of the shared schedules aligns with you?

Idioma:

• Inglés (C1) (Deseable)

Lugar de trabajo: Empleo presencial