Senior Mortgage Support Analyst

Job description

Accountabilities: Serve as a primary point of contact for customers through email, chat, and phone, providing professional, accurate, and timely support. Handle incoming calls and support tickets, investigating customer queries and ensuring issues are resolved within agreed service levels. Analyze and troubleshoot customer issues by collaborating with internal teams and using SQL to extract, validate, or investigate relevant data. Maintain detailed and accurate documentation of customer interactions, issues, investigations, and resolutions. Monitor recurring support issues and identify trends that may indicate broader product, data, or operational problems. Escalate complex or systemic issues to the appropriate internal teams while keeping customers informed throughout the resolution process. Contribute to improving FAQs, support documentation, internal knowledge bases, and other resources that enable more efficient issue resolution. Support service-level agreements (SLAs) and consistently meet quality, responsiveness, and customer-support KPIs. Manage multiple customer requests simultaneously while prioritizing issues according to urgency and business impact. Requirements: 1–3 years of relevant professional experience in customer support, mortgage operations, financial services, or a related environment. Previous experience working within the mortgage domain is required. Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically with customers. Strong analytical and logical reasoning skills, with the ability to investigate issues and identify practical solutions. Practical experience with SQL for data extraction, validation, and troubleshooting. Proficiency in Microsoft Office, particularly Excel and Word. Ability to manage multiple tasks, prioritize competing requests, and work effectively within defined service-level expectations. A collaborative, adaptable, and learning-oriented mindset, with a willingness to work closely with different internal teams. Familiarity with ticketing systems and customer-support metrics is an advantage. Understanding of data integrity, confidentiality, and responsible handling of customer information is preferred. Ability to work the required fixed shift from 6:00 PM to 3:00 AM IST, Monday through Friday. Benefits: Fully remote opportunity within India. Opportunity to work at the intersection of AI, fintech, mortgage operations, and customer support. Exposure to technology-driven lending and financial workflow automation. Fast-paced, remote-first working environment with opportunities to take ownership and develop new skills. Opportunity to collaborate with cross-functional teams and contribute to process and product improvements. Inclusive culture that values empathy, curiosity, humility, ownership, and diverse perspectives. Professional growth opportunities within a scaling fintech environment. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Mortgage Support Analyst based in India. This role sits at the intersection of mortgage operations, customer support, data analysis, and fintech.You will serve as a key point of contact for customers, helping resolve issues accurately and efficiently across multiple channels.The position combines mortgage-domain expertise with analytical problem-solving and practical SQL usage.You will investigate customer queries, validate data, identify recurring issues, and collaborate with internal teams on complex cases.Strong communication and attention to detail will be essential to maintaining a high-quality customer experience.You will also contribute to support documentation, knowledge resources, and improvements to service processes.The role offers an opportunity to grow within a fast-paced, technology-driven environment focused on modernizing lending workflows.