Job Title: Mortgage Analyst/Senior Mortgage Analyst/ Mortgage Support Lead / Mortgage Support Specialist Location: Remote We are seeking a detail-oriented and articulate US Mortgage Support 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 mortgage platform 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. Handle incoming customer calls and work 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 the platform 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 3yrs+ Excellent written and verbal communication skills with a professional and empathetic tone. Strong analytical and logical reasoning capabilities. Proficient in Google tools. (Google Docs/Google Sheet) Ability to handle multiple tasks, prioritize issues, and manage time effectively. Collaborative mindset with a willingness to learn and adapt. Previous experience in the Mortgage Underwriting domain. Preferred Skills: Familiarity with ticketing systems and customer support metrics. Understanding of data integrity and confidentiality best practices.