Senior Customer Support Associate

Summary

Join Ocrolus, a leading fintech company focused on AI-powered data and analytics for lenders, as a Senior Customer Support Associate. You will play a crucial role in supporting the mortgage team by reviewing loan applications, verifying data, and ensuring compliance with underwriting guidelines and regulations. This position requires strong mortgage underwriting knowledge, experience with Encompass, and excellent communication and problem-solving skills. You will work closely with loan officers, brokers, and internal teams to ensure timely and accurate processing of loan applications for US-based clients.

Requirements

• Education : Bachelor's degree in Finance, Business Administration, or a related field (preferred)
• Experience : Minimum of 3-5 years of experience in mortgage underwriting support, loan processing, or related functions within the mortgage industry
• Knowledge : Strong understanding of mortgage underwriting guidelines, loan programs (conventional, FHA, VA, USDA), and compliance regulations
• Proficient with any mortgage underwriting software (e.g., Encompass, Calyx , or similar tools)
• Familiarity with loan management systems (e.g., Greenhouse, Ellie Mae )
• Strong Microsoft Office skills (Excel, Word, PowerPoint)
• Excellent attention to detail and strong analytical skills
• Ability to handle multiple tasks simultaneously and meet deadlines in a fast-paced environment
• Effective written and verbal communication skills
• Strong problem-solving skills and ability to work independently with minimal supervision
• Customer-focused attitude with the ability to interact professionally with internal and external stakeholders
• Knowledge of regulatory compliance (e.g., TRID, RESPA, HMDA ) and industry standards

Responsibilities

• Support Mortgage Team : Assist in helping resolve queries about underwriting & ensuring completeness and accuracy of loan files
• Loan Application Review : Review loan applications, borrower credit reports, income documents, and supporting materials to ensure compliance with Ocrolus underwriting guidelines and regulatory requirements
• Data Verification : Perform data entry and verify accuracy of borrower information, including income, assets, and employment history
• Document Management : Ensure all required loan documentation is submitted and attached in the underwriting system (e.g., Greenhouse, Encompass) for further review by senior underwriters
• Customer Interaction : Liaise with loan officers, brokers, and other internal teams to request additional documentation or clarification, when necessary
• Compliance and Regulatory Adherence : Ensure all loans comply with federal, state, and company-specific regulatory requirements (e.g., CFPB, TRID, RESPA, HMDA)
• Continuous Improvement : Assist in streamlining processes to improve efficiency, accuracy, and timeliness of loan processing. Provide feedback to management on potential areas for process improvements
• Training and Mentoring : Mentor and support junior team members, providing guidance on complex underwriting issues and ensuring that high-quality work standards are maintained
• Problem Resolution : Help resolve issues related to Income calculation, documentation, and system discrepancies, escalating complex matters to the product team as necessary

Preferred Qualifications

• Certification or training in mortgage underwriting (e.g., Certified Mortgage Underwriter (CMU) )
• Experience working with US-based mortgage underwriting teams or companies
• Familiarity with additional mortgage tools and platforms used in the US market

Benefits

• We’re a team of builders, thinkers, and problem solvers who care deeply about our mission — and each other
• As a fast-growing, remote-first company, we offer an environment where you can grow your skills, take ownership of your work, and make a meaningful impact
• Our culture is grounded in four core values
• Empathy – Understand and serve with compassion
• Curiosity – Explore new ideas and question the status quo
• Humility – Listen, be grounded, and remain open-minded
• Ownership – Love what you do, work hard, and deliver excellence
• We believe diverse perspectives drive better outcomes
• That’s why we’re committed to fostering an inclusive workplace where everyone has a seat at the table, regardless of race, gender, gender identity, age, disability, national origin, or any other protected characteristic