Senior US Mortgage Underwriter role

Senior US Mortgage Support Analyst

About the Company

Ocrolus

Ocrolus offers:

• Flexible working hours
  
• Unlimited PTO
  
• Appreciation holidays (last Friday of every month off)
  
• Inclusive work culture supported by a D&I Council
  
• Monthly wellness reimbursement for physical & mental well-being
  

Ownership, Optimism, Objectivity, Humility, Urgency, and Appreciation

Launch your Ocrolus experience today we look forward to hearing from you!

Senior US Mortgage Support Analyst

Encompass

Work Mode:

Key Responsibilities

• Serve as the first point of contact for customers with excellent verbal and written communication.
  
• Handle support tickets and customer calls to resolve queries promptly.
  
• Provide clear, professional, and accurate responses to customer questions.
  
• Collaborate with internal teams to verify information and resolve issues, using SQL when necessary.
  
• Maintain accurate documentation of customer issues, resolutions, and follow-ups.
  
• Identify recurring issues and highlight patterns requiring process improvement.
  
• Contribute to FAQs, knowledge bases, and support documentation.
  
• Meet defined SLAs, service levels, and quality standards.
  
• Apply strong understanding of US mortgage processes.
  

Required Skills

• Ability to read and interpret financial statements.
  
• Hands-on experience with

  Encompass

  .
• Minimum

  2 years

  of relevant experience.
• Strong spoken and written communication skills with a polite, professional tone.
  
• Good analytical and problem-solving skills.
  
• Proficiency in MS Office (Excel and Word).
  
• Ability to manage time effectively and prioritize multiple tasks.
  
• Experience in the US mortgage domain.
  
• Comfortable working onsite in a fixed night shift.
  

Preferred Skills

• Familiarity with ticketing tools such as

  Jira, Zendesk, Freshdesk, Salesforce Service Cloud

  , etc.
• Understanding of data privacy and confidentiality standards.