Ocrolus

Support Engineer

• Serve as the first point of contact for customers via email, chat, or phone
• Handle incoming customer calls and support tickets to resolve queries
• Deliver prompt, accurate, and courteous responses to customer inquiries and issues
• Investigate and resolve customer complaints by collaborating with internal teams and using SQL to extract or verify data
• Maintain thorough documentation of customer interactions, queries, and resolutions
• Monitor and track common issues to identify trends and escalate systemic problems
• Improve support documentation, FAQs, and internal knowledge bases
• Support service-level agreements (SLAs) and meet quality and responsiveness KPIs

Senior Mortgage Support Analyst

Account Manager

• Facilitate weekly in-person client meetings in order to build strong relationships focused on helping facilitate the change management process within Mortgage clients
• Identify opportunities to adjust client processes to maximize Ocrolus footprint
• Operate as the central point of contact for assigned customer base
• Coordinate with teammates working on the same account to provide consistent excellent service
• Ensure clients receive requested products and services in a timely fashion
• Communicate client needs, demands and goals to our internal teams
• Collaborate with sales team to reach prospective clients
• Service multiple clients concurrently while consistently meeting deadlines
• Keep records of client transactions
• Forecast and track client account metrics
• Be a vital part in helping not only the team, but the company grow

Account Manager – Mortgage

Product Manager

• Craft and own the product roadmap for your team, and be responsible for setting priorities backed up by data and customer feedback.
• Research competition, assess the markets, analyze data, and incorporate the learnings while crafting roadmaps and vision for the product.
• Align teams (Engineering, Operations, Sales & Marketing, Document Writing, etc.) and functions at Ocrolus through process flows, business cases, strategy documents, specs, and designs.
• Act as the SME for your products and maintain knowledge of competitive solutions.
• Develop KPIs, monitor progress continuously, and report on milestones and deliverables.
• Work with stakeholders across the business to identify new opportunities and educate them on how current technology-backed product offerings can better achieve their goals.
• Manage the end-to-end delivery cycle of product features, including phased rollout to customers and internal teams, quick iterations, and full-stack launches.
• Outline the plan for achieving product success and maintain and update existing product features.
• Work with analytics teams to develop dashboards and reports on key metrics; constantly monitor, report, and act on them to improve and optimize the product offering.

Senior Product Manager

Analyst

• 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.

Senior Mortgage Support Analyst

Account Manager – Mortgage

Senior Product Manager

Senior Mortgage Analyst