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 CSR is responsible for providing ongoing support to clients after their loan has closed. This role ensures accurate and timely handling of payments, account updates, inquiries, and other post-closing processes. The CSR plays a key role in maintaining client satisfaction by delivering responsive, professional assistance and ensuring compliance with internal policies and regulatory standards.
What You’ll Do:
- Manage active client accounts, ensuring proper payment processing and updates.
- Respond to customer inquiries via phone, email, or internal ticketing systems regarding balances, payments, history, or general account concerns.
- Process loan servicing requests such as payment plan adjustments, payoff requests, or loan modifications.
- Investigate and resolve discrepancies or issues with accounts, coordinating with other teams when needed.
- Maintain accurate, up-to-date records in loan servicing systems.
- Conduct welcome call with homebuyers before their first payment.
- Suppor clients with any potencial insurance claims and guide them through the process.
- Escalate complex or non-standard issues to the appropriate supervisor or department.
- Contact homebuyers in case of NSF.
- Support reporting needs related to delinquencies, partial payments, and account statuses.
- Support clients with water payments and payment arraigament in case of delinquency.
Required Skills & Experience:
- High school diploma required; college degree in business, finance, or a related field preferred.
- At least 1 year of experience in customer service, loan servicing, collections, or similar roles.
- Strong written and verbal communication skills.
- Basic knowledge of financial terms and loan servicing practices.
- Ability to handle multiple tasks and work efficiently under pressure.
- Proficient in basic computer skills and account management systems.
What We Offer:
- Salary $21k - $22k 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
Schedule:
- Monday to Friday 08:00 - 17:00
Tipo de puesto: Tiempo completo
Sueldo: $21,000.00 - $22,000.00 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?
- Are you ok with the schedule?
Idioma:
- Ingles (B2 - C1) (Deseable)
Lugar de trabajo: Empleo presencial
