About the role
Job Title: Mortgage Analyst/Senior Mortgage Analyst/ Mortgage Support Lead / Mortgage Support Specialist
Location: Remote
We are seeking a detail-oriented and articulate US Mortgage Support Analyst to join our support team. The ideal candidate will bring strong written and verbal communication skills, acommerce background with a focus on Mathematics or Economics, and practical experience in mortgage platform 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.
- Handle incoming customer calls and work 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 the platform 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:
- Experience 3yrs+
- Excellent written and verbal communication skills with a professional and empathetic tone.
- Strong analytical and logical reasoning capabilities.
- Proficient in Google tools. (Google Docs/Google Sheet)
- Ability to handle multiple tasks, prioritize issues, and manage time effectively.
- Collaborative mindset with a willingness to learn and adapt.
Previous experience in the Mortgage Underwriting domain.
Preferred Skills:
- Familiarity with ticketing systems and customer support metrics.
- Understanding of data integrity and confidentiality best practices.