Senior Customer Support Associate at Ocrolus Inc.

Ocrolus is seeking a Senior Customer Support Associate to join their dynamic team. Ocrolus is on a mission to help lenders automate workflows with confidence. It streamlines how financial institutions evaluate borrowers and enables faster, more accurate lending decisions.

The Senior Associate will play a critical role in helping Ocrolus's customers with underwriting questions by assisting in the evaluation and analysis of loan application data. This position requires expertise in mortgage underwriting processes and Encompass tool knowledge and experience.

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.

Requirements:

• Bachelor's degree in Finance, Business Administration, or a related field (preferred).
• Minimum of 3-5 years of experience in mortgage underwriting support, loan processing, or related functions within the mortgage industry.
• 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.