Senior Mortgage Support Analyst

Accountabilities:

• • Serve as a primary point of contact for customers through email, chat, and phone, providing professional, accurate, and timely support.
  • Handle incoming calls and support tickets, investigating customer queries and ensuring issues are resolved within agreed service levels.
  • Analyze and troubleshoot customer issues by collaborating with internal teams and using SQL to extract, validate, or investigate relevant data.
  • Maintain detailed and accurate documentation of customer interactions, issues, investigations, and resolutions.
  • Monitor recurring support issues and identify trends that may indicate broader product, data, or operational problems.
  • Escalate complex or systemic issues to the appropriate internal teams while keeping customers informed throughout the resolution process.
  • Contribute to improving FAQs, support documentation, internal knowledge bases, and other resources that enable more efficient issue resolution.
  • Support service-level agreements (SLAs) and consistently meet quality, responsiveness, and customer-support KPIs.
  • Manage multiple customer requests simultaneously while prioritizing issues according to urgency and business impact.

  Requirements:

  • 1–3 years of relevant professional experience in customer support, mortgage operations, financial services, or a related environment.
  • Previous experience working within the mortgage domain is required.
  • Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically with customers.
  • Strong analytical and logical reasoning skills, with the ability to investigate issues and identify practical solutions.
  • Practical experience with SQL for data extraction, validation, and troubleshooting.
  • Proficiency in Microsoft Office, particularly Excel and Word.
  • Ability to manage multiple tasks, prioritize competing requests, and work effectively within defined service-level expectations.
  • A collaborative, adaptable, and learning-oriented mindset, with a willingness to work closely with different internal teams.
  • Familiarity with ticketing systems and customer-support metrics is an advantage.
  • Understanding of data integrity, confidentiality, and responsible handling of customer information is preferred.
  • Ability to work the required fixed shift from 6:00 PM to 3:00 AM IST, Monday through Friday.

  Benefits:

  • Fully remote opportunity within India.
  • Opportunity to work at the intersection of AI, fintech, mortgage operations, and customer support.
  • Exposure to technology-driven lending and financial workflow automation.
  • Fast-paced, remote-first working environment with opportunities to take ownership and develop new skills.
  • Opportunity to collaborate with cross-functional teams and contribute to process and product improvements.
  • Inclusive culture that values empathy, curiosity, humility, ownership, and diverse perspectives.
  • Professional growth opportunities within a scaling fintech environment.