Mortgage Support Analyst (US Hours) — Remote

Ocrolus Inc.; United States; Remote; USD 7,400 - 12,000; Full time

Job summary

Ocrolus Inc. is seeking a detail-oriented US Mortgage Support Analyst to join our remote team. The role emphasizes strong communication, analytical skills, and a customer-first approach within a mortgage platform environment.

Ideal candidates will have 3+ years in mortgage support or underwriting, and comfort with Google Docs/Sheets. This is a remote role with IST alignments for support and collaboration across time zones.

Qualifications

• 3+ years experience in mortgage support or customer service.
• Excellent written and verbal communication with a professional, empathetic tone.
• Strong analytical and logical reasoning abilities.
• Proficient in Google Docs and Google Sheets.
• Ability to multitask and manage time effectively.
• Collaborative mindset and willingness to learn.

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 inquiries.
• Investigate and resolve complaints with internal teams and data verification.
• Maintain documentation of interactions and resolutions; track common issues.
• Contribute to improving support docs, FAQs, and knowledge bases.
• Support SLAs and meet KPI requirements.

Skills

Communication skills

Analytical thinking

Mortgage support experience

Time management

Customer empathy

Education

Commerce with Mathematics or Economics focus

Tools

Google Docs/Sheets

Job description

Ocrolus Inc. is seeking a detail-oriented US Mortgage Support Analyst to join our remote team. The role emphasizes strong communication, analytical skills, and a customer-first approach within a mortgage platform environment.

Ideal candidates will have 3+ years in mortgage support or underwriting, and comfort with Google Docs/Sheets. This is a remote role with IST alignments for support and collaboration across time zones.