Senior Mortgage Support Analyst

About the role

The Senior Mortgage Support Analyst role sits at the intersection of mortgage operations, customer support, data analysis, and fintech, based in India. Day-to-day, you serve as a primary point of contact across email, chat, and phone, investigating customer queries, validating data with SQL, and collaborating with internal teams on complex cases. You also maintain documentation, monitor recurring issues, and contribute to support resources while working a fixed 6:00 PM to 3:00 AM IST shift, Monday through Friday, in a fully remote setup.

What you’ll do

• Serve as a primary point of contact for customers through email, chat, and phone, providing professional, accurate, and timely support
• Handle incoming calls and support tickets, investigating customer queries and ensuring issues are resolved within agreed service levels
• Analyze and troubleshoot customer issues by collaborating with internal teams and using SQL to extract, validate, or investigate relevant data
• Maintain detailed and accurate documentation of customer interactions, issues, investigations, and resolutions
• Monitor recurring support issues and identify trends that may indicate broader product, data, or operational problems
• Escalate complex or systemic issues to the appropriate internal teams while keeping customers informed throughout the resolution process
• Contribute to improving FAQs, support documentation, internal knowledge bases, and other resources that enable more efficient issue resolution
• Support service-level agreements (SLAs) and consistently meet quality, responsiveness, and customer-support KPIs

What you’ll bring

• 1–3 years of relevant professional experience in customer support, mortgage operations, financial services, or a related environment
• Previous experience working within the mortgage domain is required
• Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically with customers
• Strong analytical and logical reasoning skills, with the ability to investigate issues and identify practical solutions
• Practical experience with SQL for data extraction, validation, and troubleshooting
• Proficiency in Microsoft Office, particularly Excel and Word
• Ability to manage multiple tasks, prioritize competing requests, and work effectively within defined service-level expectations
• Ability to work the required fixed shift from 6:00 PM to 3:00 AM IST, Monday through Friday

Nice to have

• Familiarity with ticketing systems and customer-support metrics is an advantage
• Understanding of data integrity, confidentiality, and responsible handling of customer information is preferred

Skills

Benefits

• Fully remote opportunity within India
• Opportunity to work at the intersection of AI, fintech, mortgage operations, and customer support
• Exposure to technology-driven lending and financial workflow automation