Mortgage Support Analyst

OcrolusMortgage lending

Remote - IND, 6 PM to 3 AM ISTFull-TimeMiddle

Salary not disclosed

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Job Details

Have 3+ years of experience.
Have a commerce background focused on Mathematics or Economics.
Have previous experience in the mortgage underwriting domain.
Bring practical experience with a mortgage platform.
Demonstrate strong analytical and logical reasoning capabilities.
Be proficient in Google Docs and Google Sheets.
Be able to manage multiple tasks, prioritize issues, and manage time effectively.
Bring strong written and verbal communication skills with a professional and empathetic tone.
Familiarity with ticketing systems and customer support metrics is preferred.
Understanding of data integrity and confidentiality best practices is preferred.

Serve as the first point of contact for customers via email, chat, or phone.
Handle incoming customer calls and support tickets, resolving queries in a timely manner.
Provide prompt, accurate, and courteous responses to customer inquiries and issues.
Investigate and resolve customer complaints by collaborating with internal teams and using the platform to extract or verify data.
Document customer interactions, queries, and resolutions.
Monitor common issues, identify trends, and escalate systemic problems.
Improve support documentation, FAQs, and internal knowledge bases.
Support service-level agreements and meet quality and responsiveness KPIs.

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