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Account Research Specialist

Mexico, Mexico City 111.66 MXN / Hour · Job Posted April 23, 2026
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Job Description

Under the supervision of the Loan Servicing Manager, the Account Research Specialist role is critical in gathering, investigating and analyzing customer complaints and evaluating data alongside other information to identify possible problem areas regarding loan servicing of all loan products offered by GoodLeap.

Job Responsibility

  • Research and resolve customer complaints received by phone, email, fax, social media, and GoodLeap Medallia surveys
  • Communicate directly with customers, legal representatives and/or 3rd parties
  • Credit Bureau reporting and dispute management
  • Support of pending legal proceedings as they pertain to actioning of the serviced loans
  • Daily bankruptcy scrub to Genpact and monthly bankruptcy data file and documents to bankruptcy vendor for placement

Requirements

  • Ability to manage multiple tasks/projects and deadlines simultaneously
  • Ability to identify and resolve/escalate problems
  • Excellent interpersonal, verbal, and written communication skills
  • Enhanced understanding of the mortgage and consumer finance industry a plus
  • Prior work experience in customer service positions is preferred
  • Proficient computer skills, especially Microsoft Office applications
  • Bilingual Spanish/English required

Nice to have

Enhanced understanding of the mortgage and consumer finance industry a plus

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