Senior Mortgage Analyst

Job 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.

Key Responsibilities

• Serve as the first point of contact for customers via email, chat, or phone.
• Handled incoming customer calls and worked 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.

Required Skills

• Experience 1-3yrs
• 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 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.

Life at Ocrolus

We’re a team of builders, thinkers, and problem solvers who care deeply about our mission — and each other. As a fast-growing, remote-first company, we offer an environment where you can grow your skills, take ownership of your work.