Note: The job is a remote job and is open to candidates in USA. Ocrolus is an AI and fintech company that helps lenders automate workflows and make faster, more accurate lending decisions. The Senior Mortgage Support Analyst will provide customer support, investigate and resolve mortgage-related issues using SQL, document interactions, and help improve support processes and service-level performance.
Responsibilities
- Serve as the first point of contact for customers via email, chat, or phone
- Handled incoming customer calls and worked on support tickets to resolve queries and ensure timely issue resolution
- Deliver prompt, accurate, and courteous responses to customer inquiries and issues
- Investigate and resolve customer complaints by collaborating with internal teams and utilizing SQL to extract or verify data
- Maintain thorough documentation of customer interactions, queries, and resolutions. Monitor and track common issues to help identify trends and escalate systemic problems
- Contribute to improving support documentation, FAQs, and internal knowledge bases
- Support service-level agreements (SLAs) and meet quality and responsiveness KPIs
Skills
- We are seeking a detail-oriented and articulate Senior Mortgage Analyst to join our support team
- The ideal candidate will bring strong written and verbal communication skills , a commerce background with a focus on Mathematics or Economics, and practical experience in SQL to effectively understand, troubleshoot, and support customer issues
- • Experience 1-3yrs
- • Excellent written and verbal communication skills with a professional and empathetic tone
- • Strong analytical and logical reasoning capabilities
- • Proficient in MS Office (especially Excel and Word)
- • Ability to handle multiple tasks, prioritize issues, and manage time effectively
- • Collaborative mindset with a willingness to learn and adapt
- • Previous experience in Mortgage domain
- • Should be comfortable working from the office in a fixed shift, Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET)
- • Familiarity with ticketing systems and customer support metrics
- • Understanding of data integrity and confidentiality best practices
Benefits
- Remote-first work environment
- Opportunities to grow your skills
- Opportunity to take ownership of your work
- Opportunity to make a meaningful impact
- Inclusive workplace where everyone has a seat at the table
Company Overview