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, 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.
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