Mortgage Support Specialist – High-Volume, Scripted Calls

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, 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.