Senior US Mortgage Support Analyst - Underwriting

As a Senior US Mortgage Support Analyst - Underwriting at Ocrolus, you will play a crucial role in supporting customers and contributing to the efficiency of risk management in the financial sector. You will be part of a team that is dedicated to automating workflows and ensuring faster, more accurate lending decisions. Your attention to detail, strong communication skills, and analytical mindset will be essential in delivering excellent customer support. **Key Responsibilities:** - Serve as the primary point of contact for customers through email, chat, or phone communication channels. - Handle incoming customer calls and address support tickets to resolve queries and ensure timely issue resolution. - Provide prompt, accurate, and courteous responses to customer inquiries and issues. - Investigate and resolve customer complaints by collaborating with internal teams and utilizing SQL for data extraction or verification. - Maintain detailed documentation of customer interactions, queries, and resolutions, while monitoring and tracking common issues to identify trends and escalate systemic problems. - Contribute to enhancing support documentation, FAQs, and internal knowledge bases. - Support service-level agreements (SLAs) and meet quality and responsiveness KPIs. **Required Skills:** - Bachelor of Commerce (B.Com) with a strong understanding of balance sheets. - 2-4 years of experience in the US Mortgage domain. - Hands-on experience with Encompass and US Mortgage Underwriting. - 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 multitask, prioritize issues, and manage time effectively. - Collaborative mindset with a willingness to learn and adapt. **Preferred Skills:** - Familiarity with ticketing systems and customer support metrics. - Understanding of data integrity and confidentiality best practices. At Ocrolus, we are a team of builders, thinkers, and problem solvers who are committed to our mission and each other. Our culture is guided by core values of empathy, curiosity, humility, and ownership. We believe in fostering an inclusive workplace where diverse perspectives lead to better outcomes. Join us in building the future of lending together.,