Senior US Mortgage Support Analyst

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-powered data and analytics platform 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.

We are seeking a detail-oriented and articulate Senior US Mortgage Support Analyst to join our support team.

The ideal candidate will have excellent written and verbal communication skills, strong understanding of numbers, and experience in the US mortgage domain. You should be comfortable understanding how loans are processed in systems like Encompass, reviewing documents such as Form 1003, VOE, VOD, VOR, and interpreting income and credit details. This role requires analytical thinking, customer-first attitude, and the ability to use SQL to investigate data when needed.

The position is based in Noida and will involve working onsite (WFO) for five days per week during night shift hours.

Key Responsibilities:

● Act as the first point of contact for customers - so requires excellent verbal and written communication skills

● Handle support tickets and customer calls to solve queries in a timely manner

● Provide clear, professional, and helpful responses to customer questions

● Work with internal teams to resolve issues and verify information using SQL when required

● Maintain accurate records of customer issues, resolutions, and follow-ups

● Identify recurring issues and report patterns that may require process fixes 

● Contribute to FAQs, knowledge bases, and support documents to improve customer experience

● Meet defined service-level targets and quality standards

● Mortgage Process Knowledge Required Skills:

● Ability to read and understand financial statements

● Minimum 9 years of relevant experience

● Strong spoken and written communication skills with polite and professional tone

● Good analytical thinking and problem-solving ability

● Skilled in MS Office, especially Excel and Word

● Ability to manage time, prioritize tasks, and handle multiple issues 

● Experience working in the US mortgage process

● Comfortable working from the office in a fixed night shift, Monday to Friday

Preferred Skills: 

● Familiarity with ticketing systems like Jira, Zendesk, Freshdesk, Salesforce Service Cloud, etc.

● Understanding of data privacy and confidentiality 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.