Customer Service Representative

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. Support 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 arraignment 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. Ability to handle multiple tasks and work efficiently under pressure. Proficient in basic computer skills and account management systems. What We Offer: Competitive base salary Full law benefits (15 days of Christmas bonus if you have less than a year, 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 Excellence bonus of $1,000 MXN tax free Private minor medical insurance

Creado: Jue, 01 de Ene de 1970