Senior Mortgage Support Analyst

1 week ago
Full-time
Junior
Customer and Technical Support
Ocrolus

Ocrolus

Ocrolus is a leading document automation platform in financial services, digitizing bank and credit card statements with over 99% accuracy. It empowers lenders to automate credit decisions, enabling faster access to credit for borrowers.

Banks
251-1K
Founded 2014
$127M raised

Description

  • Serve as the first point of contact for customers via email, chat, or phone.
  • Handle incoming customer calls and support tickets to resolve queries and ensure timely issue resolution.
  • Deliver prompt, accurate, and courteous responses to customer inquiries and complaints.
  • Investigate and resolve customer issues by collaborating with internal teams and using SQL to extract or verify data.
  • Maintain thorough documentation of customer interactions, queries, and resolutions.
  • Monitor and track common issues to 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.

Requirements

  • 1-3 years of experience.
  • Excellent written and verbal communication skills with a professional and empathetic tone.
  • Strong analytical and logical reasoning capabilities.
  • Proficiency 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 the mortgage domain.
  • 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 (preferred).
  • Understanding of data integrity and confidentiality best practices (preferred).

Benefits

  • Remote work opportunity.
  • Fast-growing, remote-first company environment.
  • Opportunity to grow skills and take ownership of work.
  • Inclusive workplace committed to diverse perspectives.

Interested in this position?

Apply directly on the company website

Apply Now

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