Mortgage Support Analyst

• Serve as the first point of contact for customers via email, chat, or phone
• Handle incoming customer calls and support tickets
• Resolve customer 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 using the platform to extract or verify data
• Document customer interactions, queries, and resolutions
• Monitor and track common issues to identify trends and escalate systemic problems
• Improve support documentation, FAQs, and internal knowledge bases
• Support service-level agreements and meet quality and responsiveness KPIs

• 3+ years of experience
• Strong written and verbal communication skills with a professional and empathetic tone
• Strong analytical and logical reasoning capabilities
• Proficiency in Google tools, including Google Docs and Google Sheets
• Ability to handle multiple tasks, prioritize issues, and manage time effectively
• Collaborative mindset and willingness to learn and adapt
• Previous experience in the Mortgage Underwriting domain
• Commerce background with a focus on Mathematics or Economics
• Practical experience with mortgage platforms
• Familiarity with ticketing systems and customer support metrics
• Understanding of data integrity and confidentiality best practices

• Remote-first company
• Opportunity to grow skills, take ownership of work, and make a meaningful impact
• Inclusive workplace
• Diverse perspectives valued
• Core values-driven culture: Empathy, Curiosity, Humility, Ownership