Senior Mortgage Support Analyst

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

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

Job Description

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 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 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.

Life at Ocrolus

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.

Our culture is grounded in four core values

• Empathy –Understand and serve with compassion
• Curiosity –Explore new ideas and question the status quo
• Humility –Listen, be grounded, and remain open-minded
• Ownership –Love what you do, work hard, and deliver excellence

We believe diverse perspectives drive better outcomes. That’s why we’re committed to fostering an inclusive workplace where everyone has a seat at the table, regardless of race, gender, gender identity, age, disability, national origin, or any other protected characteristic.

We look forward to building the future of lending together.