Senior US Mortgage Analyst

Ocrolus is seeking a Senior US Mortgage Analyst to join their 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.

Requirements

• Serve as the first point of contact for customers via email, chat, or phone
• 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