Senior US Mortgage Analyst/Specialist

Shift Timings 6:00 PM – 3:00 AM IST (Monday to Friday | 9:00 AM – 6:00 PM Eastern Time) Job Overview We are seeking a detail-oriented, customer-facing problem solver with mortgage domain expertise to join our team as a US Mortgage Support Analyst/Specialist . The ideal candidate will possess a strong understanding of mortgage underwriting, excellent written and verbal communication skills, and hands‑on experience handling support tickets, live issues, or production incidents. Practical SQL knowledge is essential to effectively investigate, troubleshoot, and resolve customer concerns. This role is ideal for someone who combines analytical thinking with a customer-first mindset and thrives in a fast-paced support environment. Key Responsibilities Serve as the first point of contact for customers via email, chat, and phone. Handle incoming customer calls and support tickets, ensuring timely and accurate issue resolution. Deliver prompt, professional, and courteous responses to customer inquiries and concerns. Investigate and resolve customer complaints by collaborating with internal teams and utilizing SQL to extract, validate, and analyze data. Maintain detailed documentation of customer interactions, issue tracking, and resolutions. Monitor recurring issues, identify trends, and elevate systemic problems when necessary. Contribute to the enhancement of support documentation, FAQs, and internal knowledge bases. Ensure adherence to Service Level Agreements (SLAs) and meet defined quality and responsiveness KPIs. Required Skills & Qualifications 3+ years of mortgage underwriting experience , including exposure to FHA and VA loans . Strong experience reviewing borrower documentation, including: W-2s Tax returns Pay stubs Self‑employment income documents Other income and asset-related documents Excellent written and verbal communication skills with a professional and empathetic approach. Strong analytical, logical reasoning, and problem‑solving abilities. Ability to multitask, prioritize effectively, and manage time efficiently. Collaborative mindset with a willingness to learn and adapt. Prior experience in the US Mortgage domain is mandatory. Preferred Skills Familiarity with ticketing/support management systems . Understanding of customer support metrics and performance standards. Knowledge of data integrity, confidentiality, and best practices . Basic to intermediate proficiency in SQL for troubleshooting and data validation. Why Join Us? This is an excellent opportunity to work at the intersection of mortgage operations, customer support, and data-driven problem-solving , while building expertise in a dynamic and growing environment. #J-18808-Ljbffr Ocrolus East