Senior US Mortgage Analyst

Senior US Mortgage Analyst to join Ocrolus' support team. Responsibilities include serving as the first point of contact for customers via email, chat, or phone; handling incoming customer calls and support tickets; delivering prompt, accurate, and courteous responses; investigating and resolving customer issues using SQL to extract/verify data; maintaining thorough documentation of interactions and resolutions; monitoring for trends and escalating systemic problems; contributing to improving support documentation, FAQs, and internal knowledge bases; supporting SLAs and meeting quality and responsiveness KPIs. Ideal candidate has 1-3 years’ experience, excellent written and verbal communication, strong analytical and logical reasoning, proficiency in MS Office (Excel/Word), ability to multitask, and prior mortgage-domain experience. Comfortable working from the office in a fixed shift (Mon-Fri, 9:00 AM–6:00 PM ET). Preferred skills include familiarity with ticketing systems, data integrity confidentiality best practices, and a collaborative, learner mindset.