Customer Support Specialist

GDL Connect; Región Centro; Hybrid; MXN 425,000 - 443,000; Full time

Benefits offered by this job

Full law benefits (20 days of Christma

Punctuality and attendance bonus of $2

Excellence bonus of $1,000 MXN tax

Job summary

GDL Connect, a US-based company operating in Guadalajara, Mexico, is seeking a Customer Support professional to determine mortgage intent, document outcomes, and route records within a structured system. The role emphasizes accuracy, discipline, and adherence to standards.

The responsibilities include outbound/inbound contact about mortgage inquiries, scripted processes, and timely record documentation in the CRM during a pilot phase.

Qualifications

• 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.

Responsibilities

• 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

Skills

Outbound calls

Active listening

Script adherence

Attention to detail

Phone presence

Education

Bachelor's degree

Job description

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

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)