Mortgage Support Analyst
Skills
About the Role
You will serve as the first point of contact for customers via email, chat, or phone, delivering prompt, accurate, and courteous responses to their inquiries. You will handle incoming calls and support tickets to ensure timely issue resolution, investigate and resolve complaints by collaborating with internal teams, and use SQL to extract or verify data. You will maintain thorough documentation of customer interactions, monitor and track common issues to identify trends and escalate systemic problems, contribute to improving support documentation, FAQs, and internal knowledge bases, and support service-level agreements while meeting quality and responsiveness KPIs.
Requirements
- 1-3 years of experience
- 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 the mortgage domain
- Practical experience in SQL
- Commerce background with a focus on Mathematics or Economics
- Familiarity with ticketing systems and customer support metrics (preferred)
- Understanding of data integrity and confidentiality best practices (preferred)
Responsibilities
- Serve as the first point of contact for customers via email, chat, or phone
- Handle incoming customer calls and 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 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
