Senior US Mortgage Support Analyst

7 days ago

Noida, Uttar Pradesh, India Ocrolus Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking a detail-oriented and articulate Senior US Mortgage Support 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 escalate 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:

  • Bachelor of Commerce (B.Com) and able to comprehend balance sheet .
  • 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 domainShould be comfortable working from the office in a fixed shift, Monday to Friday, from 6:00 PM to 3:00 AM.

Preferred Skills:

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

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