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Ocrolus

Senior Mortgage Support Analyst

Ocrolus

Senior Mortgage Support Analyst resolving lender customer issues through mortgage expertise, SQL, and support operations. Ocrolus uses AI and analytics to automate financial workflows for lenders.

Posted 8/20/2026full-time🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills by effectively resolving inquiries and complaints while maintaining documentation and tracking issues. Proficient in SQL and MS Office, with a solid understanding of the mortgage domain and data integrity best practices.

Highest-signal resume keywords
Customer ServiceSQL ProficiencyMS Office ExpertiseAnalytical SkillsMortgage Domain Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
SQLData AnalysisDocumentation ManagementIssue ResolutionCustomer Support
Soft Skills
Communication SkillsEmpathyCollaborationTime ManagementAdaptability
Tools & Technologies
Ticketing SystemsCustomer Support Metrics
Industry Keywords
Mortgage DomainData IntegrityService-Level AgreementsQuality KPIsConfidentiality Best Practices

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • 1–3 years of experience
  • 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 willingness to learn and adapt
  • Previous experience in the mortgage domain
  • Commerce background with a focus on Mathematics or Economics
  • Practical experience in SQL
  • Must be comfortable working from the office in a fixed shift, Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET)
  • Familiarity with ticketing systems and customer support metrics
  • Understanding of data integrity and confidentiality best practices

Benefits

Comp & perks
  • Remote-first company environment
  • Opportunities to grow skills
  • Ownership of work
  • Meaningful impact
  • Inclusive workplace
  • Fixed shift, Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET)