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Ocrolus
Customer Service 3h ago

Senior Mortgage Analyst

Ocrolus
United StatesUnited States
Full-time
Not Disclosed
Mid-Level

Job Description

Key Skills Required

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Customer Support35 minFree Trial ✨
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SQL15 minFree Trial ✨
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Technical Support54 minFree Trial ✨
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Data AnalysisMortgage

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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.

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Ocrolus is a premier, enterprise-grade AI-powered document automation powerhouse engineered to orchestrate massive-scale financial-data ecosystems and intelligent, frictionless underwriting workflows. Operating as a "Vertical AI" hub, the company eliminates the operational friction of traditional, legacy manual-document review models—which frequently suffer from "stare-and-compare" fatigue, high human-error rates, and disconnected data-silos—by seamlessly deploying a hybrid "Human-in-the-Loop" (HITL) infrastructure, rigorous fraud-detection architectures, and cohesive cross-platform financial-analysis frameworks. Moving beyond rigid legacy OCR paradigms, Ocrolus empowers global financial institutions—including small-business lenders, mortgage providers, and consumer lenders—to dynamically synchronize their bank-statement analysis, income-verification, and tax-form processing pipelines with elite, scalable, and audit-ready execution. Under the hood, their sophisticated proprietary operational infrastructure—bolstered by machine learning algorithms that maintain over 99% accuracy—natively manages complex global multi-format data ingestion (PDF, JPG, PNG, handwritten notes), instantaneous automated cash-flow analytics, and compliance-hardened record-keeping workflows, providing the necessary operational foundation to support the modern, high-velocity digital-lending economy. What sets Ocrolus apart is its uncompromising dedication to frictionless "financial-decisioning"; by bridging the gap between highly technical, performance-intensive data-extraction demands and accessible, high-velocity API-driven interfaces, the firm empowers modern lending organizations to radically accelerate their loan-origination velocity, eliminate systemic administrative-bottlenecks, and build an unassailable foundation for continuous commercial and institutional success in the modern, AI-transformed global-fintech landscape.

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