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Senior US Mortgage Analyst

2 months, 1 week ago
India
Full-time
Junior
Customer Support
Customer and Technical Support
SQL
Apply Now
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
View All Jobs 9

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 in a timely manner.
  • Deliver prompt, accurate, and courteous responses to customer inquiries and issues.
  • Investigate and resolve customer complaints by collaborating with internal teams.
  • Use SQL to extract or verify data while troubleshooting customer issues.
  • Maintain detailed documentation of customer interactions, queries, and resolutions.
  • Monitor recurring issues and help identify trends or systemic problems.
  • Contribute to support documentation, FAQs, and internal knowledge bases.
  • Support service-level agreements and meet quality and responsiveness KPIs.

Requirements

  • 1-3 years of experience.
  • Strong written and verbal communication skills with a professional and empathetic tone.
  • Commerce background with a focus on Mathematics or Economics.
  • Practical experience with SQL.
  • Strong analytical and logical reasoning capabilities.
  • Proficiency in MS Office, especially Excel and Word.
  • Ability to manage multiple tasks, prioritize issues, and work effectively under time constraints.
  • Previous experience in the mortgage domain.
  • Comfortable working from the office in a fixed shift, Monday to Friday, 9:00 AM to 6:00 PM Eastern Time (ET).
  • Familiarity with ticketing systems and customer support metrics is preferred.
  • Understanding of data integrity and confidentiality best practices is preferred.

Benefits

  • Fast-growing, remote-first company environment.
  • Opportunity to grow skills and take ownership of your work.
  • Meaningful impact on the future of lending and financial access.
  • Inclusive workplace committed to diverse perspectives.
  • Culture grounded in empathy, curiosity, humility, and ownership.

Interested in this position?

Apply directly on the company website

Apply Now

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