Mortgage Support Analyst

pofft Technology Inc.; India; Remote; INR 600,000 - 900,000; Full time

Job summary

Ocrolus is hiring a Mortgage Analyst/Support Specialist to join the remote support team. The role focuses on customer inquiries, troubleshooting mortgage platform issues, and delivering accurate, compassionate assistance with a math/economics background.

Ideal candidates bring 3+ years of experience, excellent written/verbal skills, and proficiency with Google Docs/Sheets. Remote-first environment with flexible hours and a focus on data-driven risk assessment.

Qualifications

• Excellent written and verbal communication with a professional, empathetic tone.
• Strong analytical and logical reasoning abilities.
• Experience in mortgage-related support or underwriting is preferred.
• Proficient with Google Docs/Sheets and collaboration tools.

Responsibilities

• 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.
• Deliver prompt, accurate, and courteous responses to customer inquiries.
• Investigate and resolve customer issues by collaborating with internal teams.
• Maintain thorough documentation of interactions and resolutions; monitor for trends.
• Contribute to improving support documentation and FAQs.
• Support SLAs and meet quality KPIs.

Skills

Communication skills

Analytical thinking

Multitasking

Customer support mindset

Mortgage underwriting knowledge

Team collaboration

Education

Mathematics or Economics background

Tools

Google Docs

Google Sheets

Job description

Mortgage Support Analyst India 1 gün 12 saat 21 dakika önce yayınlandı. Full Time Himalayas -

Come build at the intersection of AI and fintech. At Ocrolus , we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions.

Our AI workflow and analytics platform for lenders is trusted at scale, processing nearly one million credit applications every month across small business, mortgage, and consumer lending. By integrating state-of-the-art open- and closed-source AI models with our human-in-the-loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to our advanced fraud detection and comprehensive cash flow and income analytics, our customers achieve greater efficiency in risk management, and provide expanded access to credit—ultimately creating a more inclusive financial system.

Trusted by more than 400 customers—including industry leaders like Better Mortgage, Brex, Enova, Nova Credit, PayPal, Plaid, SoFi, and Square— Ocrolus stands at the forefront of AI innovation in fintech. Join us, and help redefine how the world’s most innovative lenders do business.

Job Title: Mortgage Analyst/Senior Mortgage Analyst/ Mortgage Support Lead / Mortgage Support Specialist

Location: Remote

Timings: 6 PM to 3 AM IST

We are seeking a detail-oriented and articulate US Mortgage Support Analyst to join our support team. The ideal candidate will bring strong written and verbal communication skills, acommerce background with a focus on Mathematics or Economics, and practical experience in mortgage platform 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.
• 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 the platform to extract or verify data.
• Maintain thorough documentation of customer interactions, queries, and resolutions.
  Monitor and track common issues to help identify trends and elevate 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 3yrs+
• Excellent written and verbal communication skills with a professional and empathetic tone.
• Strong analytical and logical reasoning capabilities.
• Proficient in Google tools. (Google Docs/Google Sheet)
• 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 Underwriting domain.

Preferred Skills:

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

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, and make a meaningful impact.

Skills

Mortgage-Support-Specialist Mortgage-Analyst Customer-Support-Specialist

Payment Type

annual

Work Type

Full Time

Location

India