Mortgage Support Analyst

Job Title: Mortgage Analyst/Senior Mortgage Analyst/ Mortgage Support Lead / Mortgage Support Specialist

Location: Remote

Timings: 6 PM to 3 AM IST

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, a commerce 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.