Senior US Mortgage Support Analyst

As a Senior US Mortgage Support Analyst at Ocrolus, you will play a crucial role in supporting customers and ensuring efficient resolution of their issues. Your primary responsibilities will include: - Serving as the initial point of contact for customers through email, chat, or phone. - Handling incoming customer calls and addressing support tickets to provide timely solutions. - Providing accurate and courteous responses to customer inquiries and problems. - Investigating and resolving customer complaints by collaborating with internal teams and utilizing SQL for data extraction and verification. - Maintaining detailed documentation of customer interactions, queries, and resolutions. - Monitoring and tracking common issues to identify trends and escalate systemic problems. - Contributing to the enhancement of support documentation, FAQs, and internal knowledge bases. - Supporting service-level agreements (SLAs) and meeting quality and responsiveness Key Performance Indicators (KPIs). Qualifications required for this role include: - Bachelor of Commerce (B.Com) with a strong understanding of balance sheets. - 1-3 years of relevant experience. - Excellent written and verbal communication skills with a professional and empathetic tone. - Strong analytical and logical reasoning abilities. - Proficiency in MS Office applications, especially Excel and Word. - Ability to multitask, prioritize issues, and manage time effectively. - Collaborative mindset with a willingness to learn and adapt. Additionally, you should be comfortable working fixed shifts from Monday to Friday, 6:00 PM to 3:00 AM, in the office. Preferred skills for this position include familiarity with ticketing systems, customer support metrics, and an understanding of data integrity and confidentiality best practices. At Ocrolus, you will be part of a dynamic team that values empathy, curiosity, humility, and ownership. The company is committed to diversity and inclusivity, fostering an environment where all individuals are welcome and valued for their unique perspectives and contributions. Join Ocrolus in building the future of lending together and take advantage of opportunities for personal growth, skill development, and making a meaningful impact within a fast-growing, remote-first organization.,