Customer Support Associate

Role Overview: You are on a mission to help lenders automate workflows with confidence, streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions. The AI-powered data and analytics platform at Ocrolus is trusted at scale, processing nearly one million credit applications every month across small business, mortgage, and consumer lending. By integrating state-of-the-art open- and closed-source AI models with the human-in-the-loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to advanced fraud detection and comprehensive cash flow and income analytics, customers achieve greater efficiency in risk management and provide expanded access to credit, ultimately creating a more inclusive financial system. Key Responsibilities: - 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. Qualification Required: - Bachelor of Commerce (B.Com) and able to comprehend balance sheet. - Experience 1-3 years. - 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. - Collaborative mindset with a willingness to learn and adapt.,