About the role

Ocrolus is an AI-driven fintech platform that helps lenders automate workflows and make faster, more accurate lending decisions across mortgage, small business, and consumer lending. As a Senior Mortgage Support Analyst, you will serve as the first point of contact for customers, resolving inquiries and complaints via email, chat, or phone while using SQL to investigate and verify data. You will also track issue trends, maintain documentation, and support SLAs in a remote role on a fixed shift from 6 PM to 3 AM IST, Monday to Friday.

What you’ll do

Serve as the first point of contact for customers via email, chat, or phone
Handle incoming customer calls and work 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

What you’ll bring

1-3 years of relevant experience
Commerce background with a focus on Mathematics or Economics
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
Previous experience in the Mortgage domain
Comfortable working a fixed shift, Monday to Friday, 9:00 AM to 6:00 PM ET (6 PM to 3 AM IST)

Nice to have

Familiarity with ticketing systems and customer support metrics
Understanding of data integrity and confidentiality best practices

Skills

SQLMS OfficeExcelWritten communicationVerbal communicationAnalytical reasoningMortgage domainCustomer support

Education

commerce background with a focus on Mathematics or Economics