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 - Underwriting
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 2-4yrs in US Mortgage
• Hands-on experience with Encompass
• Hans-on experience with US Mortgage - Underwriting
• 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 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.

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.