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,...