Senior Mortgage Support Analyst

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.

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.