Senior Mortgage Support Analyst
RemoteIndia
Job Summary
Serve as the first point of contact for customers via email, chat, or phone, handling incoming calls and support tickets to resolve queries and ensure timely issue resolution. Deliver prompt, accurate, and courteous responses while investigating complaints by collaborating with internal teams and utilizing SQL to extract or verify data. Maintain thorough documentation of interactions, track common issues to identify trends, and contribute to improving support documentation and internal knowledge bases. Support service-level agreements and meet quality and responsiveness KPIs. Requires 1-3 years of experience, strong SQL and communication skills, and a background in the mortgage domain.
Required Qualifications
- 1-3yrs
- 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 9:00 AM to 6:00 PM Eastern Time (ET)
Desired Qualifications
- commerce background with a focus on Mathematics or Economics
- practical experience in SQL
- Familiarity with ticketing systems and customer support metrics
- Understanding of data integrity and confidentiality best practices
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