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 process. This includes identifying and escalating potential issues, providing timely and effective support to borrowers, and maintaining accurate records of all interactions. Additionally, this role will require collaboration with other departments, such as Sales and Operations, to ensure seamless communication and efficient resolution of borrower inquiries.