Bilingual Customer Experience Specialist (Spanish & English) - Remote

Job description

Our client is a growing mortgage lending company based in California, with multiple branches and a team of nearly 40 serving homebuyers across the state. We're looking for a Bilingual Customer Experience Specialist to be the first voice their leads hear — someone who can respond fast, build rapport instantly, and guide new inquiries smoothly from first contact to a completed loan application.

This is a remote, Mexico-based role supporting a US mortgage team. You'll work closely with Sales and Operations leadership to make sure no lead goes cold and no question goes unanswered.

What You'll Do

• Respond to new inbound leads within minutes, not hours — speed to lead is everything in this role
• Make outbound and inbound calls, texts, and emails to engage prospective homebuyers in Spanish and English
• Nurture leads who aren't ready to apply yet, keeping them warm through consistent, friendly follow-up until they're ready to move forward
• Guide leads through the initial intake and application process, answering basic questions and removing friction
• Log every interaction accurately in our CRM so nothing falls through the cracks
• Coordinate with Loan Officers and Ops team members to hand off qualified leads at the right moment
• Help identify ways to improve our intake and nurture process as you learn what resonates with leads

What You Bring

• Fully bilingual in Spanish and English, both written and verbal, with natural, professional communication in each — Mexican Spanish fluency required
• Prior experience in customer service, sales support, call center, lead intake, or a similar fast-response role
• Comfortable on the phone and confident initiating conversations with new contacts
• Strong follow-up discipline — you don't let leads go quiet
• Tech-comfortable: CRM systems, dialers, email, and messaging tools
• Reliable high-speed internet and a quiet home workspace for remote work
• Mortgage, real estate, or financial services experience is a plus but not required — we'll train you on our process

Why Join Us

• Fully remote position with a stable, established US mortgage lending company
• Clear onboarding and ongoing coaching so you're set up to succeed from day one
• A tight-knit team where your work directly moves the needle on company growth
• Room to grow as the company scales

Schedule: Full-time, aligned with US Pacific Time business hours