About the role
Come build at the intersection of AI and fintech. At Ocrolus, we’re on a mission to help lenders automate workflows with confidence—streamlining how financial institutions evaluate borrowers and enabling faster, more accurate lending decisions.
Our AI workflow and analytics platform for lenders is trusted at scale, processing nearly one million credit applications every month across small business, mortgage, and consumer lending. By integrating state-of-the-art open- and closed-source AI models with our human-in-the-loop verification engine, Ocrolus captures data from financial documents with over 99% accuracy. Thanks to our advanced fraud detection and comprehensive cash flow and income analytics, our customers achieve greater efficiency in risk management, and provide expanded access to credit—ultimately creating a more inclusive financial system.
Trusted by more than 400 customers—including industry leaders like Better Mortgage, Brex, Enova, Nova Credit, PayPal, Plaid, SoFi, and Square—Ocrolus stands at the forefront of AI innovation in fintech. Join us, and help redefine how the world’s most innovative lenders do business.
Job Title: US Mortgage Analyst/Senior US Mortgage Analyst/ US Mortgage Support Lead / US Mortgage Support Specialist
Location: Noida/Gurgaon India
Timings: 6 PM to 3 AM IST
Job Description:
We are seeking a detail-oriented and articulate Senior US Mortgage 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 SQL 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.
- Handled incoming customer calls and worked 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 SQL 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 1-3yrs
- 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 Mortgage domain
- Should be comfortable working from the office in a fixed shift, Monday to Friday, from 9:00 AM to 6:00 PM Eastern Time (ET)
Preferred Skills:
- Familiarity with ticketing systems and customer support metrics.
- Understanding of data integrity and confidentiality best practices.
Life at Ocrolus
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.
We look forward to building the future of lending together.
Aplyr's read
Ocrolus leverages AI to streamline document processing, attracting tech-savvy professionals keen on revolutionizing financial workflows.
What's promising
- •Ocrolus offers cutting-edge AI solutions that significantly reduce manual data entry tasks.
- •The company is experiencing growth, evidenced by diverse recent hires across tech and product roles.
- •Ocrolus' focus on automation aligns with industry trends towards efficiency and cost reduction.
What to watch
- •The fintech space is highly competitive, posing challenges for Ocrolus to maintain differentiation.
- •Dependence on AI technology may limit flexibility in adapting to non-standard documents.
- •Regulatory changes in financial sectors could impact Ocrolus' operational models.
Why Ocrolus
- •Ocrolus uses advanced machine learning to automate complex document processing tasks.
- •The company integrates AI with human validation for enhanced accuracy in data extraction.
- •Ocrolus focuses specifically on financial documents, distinguishing it from broader document processing solutions.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Ocrolus
Ocrolus is a financial technology company that specializes in automating document processing and data extraction using advanced machine learning and artificial intelligence.
