Remote Mortgage Support Analyst – AI-Driven Lending

Differential Ventures; Helena (MT); Remote; USD 42,000 - 65,000; Full time

Job summary

Ocrolus, a fintech AI platform, seeks a Senior Mortgage Analyst to join our remote support team. You’ll combine analytical thinking with a customer‑first approach, handling inquiries via email, chat, or phone while leveraging your commerce background and SQL skills.

Ideal candidates have 1–3 years in mortgage support, excellent written and verbal communication, and proficiency in MS Excel. Fixed shift 9:00 AM–6:00 PM ET, Monday to Friday, while collaborating with cross‑functional teams to

Qualifications

• 1–3 years relevant experience in mortgage domain.
• Strong written and verbal communication.
• Proficient in Excel; comfortable with SQL.
• Commerce background with Mathematics or Economics.
• Ability to work fixed shift 9:00 AM–6:00 PM ET in office.

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 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 elevate systemic problems.
• Contribute to improving support documentation, FAQs, and internal knowledge bases.
• Support service‑level agreements (SLAs) and meet quality and responsiveness KPIs.

Skills

Mortgage domain experience

Excellent communication

Analytical thinking

MS Office (Excel/Word)

Customer-focused

Time management

Education

Bachelor's in Economics/Finance

Tools

SQL

Job description

Ocrolus, a fintech AI platform, seeks a Senior Mortgage Analyst to join our remote support team. You’ll combine analytical thinking with a customer‑first approach, handling inquiries via email, chat, or phone while leveraging your commerce background and SQL skills.

Ideal candidates have 1–3 years in mortgage support, excellent written and verbal communication, and proficiency in MS Excel. Fixed shift 9:00 AM–6:00 PM ET, Monday to Friday, while collaborating with cross‑functional teams to