Remote opportunity at
OcrolusMortgage Support Analyst
Ocrolus is hiring a remote Mortgage Support Analyst to join the support team and assist lenders utilizing its fintech and artificial intelligence platform. The employer provides…
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About This Role
Ocrolus is hiring a remote Mortgage Support Analyst to join the support team and assist lenders utilizing its fintech and artificial intelligence platform. The employer provides workflow automation and analytics solutions that process nearly one million credit applications every month for more than four hundred customers. In this remote position, the professional will operate during working hours from 6 PM to 3 IST. The person in this role will act…
Job Description
Ocrolus is hiring a remote Mortgage Support Analyst to join the support team and assist lenders utilizing its fintech and artificial intelligence platform. The employer provides workflow automation and analytics solutions that process nearly one million credit applications every month for more than four hundred customers. In this remote position, the professional will operate during working hours from 6 PM to 3 IST.
The person in this role will act as the primary contact for clients, addressing incoming requests through email, chat, and phone channels. Responsibilities include handling support tickets, investigating complaints, extracting platform data, and ensuring prompt resolution of issues while maintaining detailed documentation. The ideal candidate pairs analytical problem-solving abilities with a customer-focused mindset.
Responsibilities
- Act as the primary contact for clients via phone, email, and chat
- Process support tickets and manage incoming calls to achieve timely issue resolution
- Provide courteous, accurate, and prompt answers to customer questions
- Examine and resolve client complaints by working with internal colleagues and using the platform to verify or pull data
- Keep detailed records of customer interactions, support queries, and fixes
- Track recurring issues to spot trends and escalate systemic system problems
- Help update FAQs, internal knowledge bases, and support documentation
- Meet quality KPIs and responsiveness metrics while supporting service-level agreements
Requirements
- Over 3 years of relevant experience
- Prior background in the mortgage underwriting sector
- Outstanding verbal and written communication abilities with an empathetic and professional tone
- Strong logical reasoning and analytical skills
- Proficiency in Google applications including Google Sheets and Google Docs
- Capability to prioritize problems, manage time well, and handle multiple tasks
- Collaborative attitude with readiness to learn and adapt
- Availability to work from 6 PM to 3 AM IST
Qualifications
- Commerce background with an emphasis on Mathematics or Economics
- Practical experience using a mortgage platform
- Knowledge of ticketing platforms and customer support metrics
- Familiarity with data confidentiality and data integrity best practices
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the source posting explicitly states that the role is remote.
What are the working hours for this role?
The scheduled timings for this position are from 6 PM to 3 AM IST.
What experience is required for the Mortgage Support Analyst position?
Candidates must have more than 3 years of experience, including prior background in the mortgage underwriting domain.
What is the salary for this position?
The salary is not specified in the job posting.
Sample Interview Questions
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