Senior Mortgage Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the initial point of contact for customers through email, chat, or phone.

• Manage incoming customer calls and address support tickets to resolve inquiries and ensure timely resolution of issues.

• Provide swift, accurate, and polite responses to customer queries and concerns.

• Investigate and resolve customer complaints by collaborating with internal teams and using SQL to extract or verify data.

• Keep comprehensive records of customer interactions, inquiries, and resolutions. Monitor and track recurring issues to help identify trends and escalate systemic problems.

• Assist in enhancing support documentation, FAQs, and internal knowledge bases.

• Uphold service-level agreements (SLAs) while meeting quality and responsiveness KPIs.

⛳️ Requirements

• 1-3 years of experience.

• Exceptional written and verbal communication abilities with a professional and empathetic tone.

• Strong analytical and logical reasoning skills.

• Proficient in MS Office, particularly Excel and Word.

• Capable of managing multiple tasks, prioritizing issues, and effectively managing time.

• Team-oriented mindset with a readiness to learn and adapt.

• Prior experience in the Mortgage domain.

• Must be comfortable working from the office in a fixed shift, Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET).

🏝️ Benefits

• Health insurance.

• Equipment allowances.

• Paid time off.