We are seeking a detail-oriented and articulate Senior Mortgage 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 SQL 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.
- Handled incoming customer calls and worked 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 SQL 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 1-3yrs
- Excellent written and verbal communication skills with a professional and empathetic tone.
- Strong analytical and logical reasoning capabilities.
- Proficient in MS Office (especially Excel and Word).
- Ability to handle multiple tasks, prioritize issues, and manage time effectively.
- Collaborative mindset with a willingness to learn and adapt.
- Previous experience in Mortgage domain
Preferred Skills:
- Familiarity with ticketing systems and customer support metrics.
- Understanding of data integrity and confidentiality best practices.
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Are you interested in this position?
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