[Hiring] Senior Mortgage Support Analyst @Ocrolus

Role Description

We are seeking a detail-oriented and articulate Senior Mortgage Analyst to join our support team. The ideal candidate will bring strong written and verbal communication skills, a commerce background with a focus on Mathematics or Economics, and practical experience in SQL to effectively understand, troubleshoot, and support customer issues. This is a great opportunity for someone who combines analytical thinking with a customer-first approach.

• 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.

Qualifications

• 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.
• Previous experience in the Mortgage domain.
• Should be comfortable working from the office in a fixed shift, Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET).

Preferred Skills

• Familiarity with ticketing systems and customer support metrics.
• Understanding of data integrity and confidentiality best practices.

Benefits

• Fast-growing, remote-first company environment.
• Opportunities to grow your skills and take ownership of your work.
• Meaningful impact on the future of lending.

Company Description

We’re a team of builders, thinkers, and problem solvers who care deeply about our mission — and each other. Our culture is grounded in four core values:

• Empathy – Understand and serve with compassion.
• Curiosity – Explore new ideas and question the status quo.
• Humility – Listen, be grounded, and remain open-minded.
• Ownership – Love what you do, work hard, and deliver excellence.

We believe diverse perspectives drive better outcomes. That’s why we’re committed to fostering an inclusive workplace where everyone has a seat at the table, regardless of race, gender, gender identity, age, disability, national origin, or any other protected characteristic.

We look forward to building the future of lending together.