Senior Customer Support Associate

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-powered data and analytics platform 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.

Position Overview:

We are seeking an experienced Senior Customer Support Associate - to join our dynamic team at Ocrolus. The Senior Associate will play a critical role in helping our customer with underwriting questions by assisting in the evaluation and analysis of loan application data. This position requires expertise in mortgage underwriting processes & Must have Encompass tool knowledge & Experience, attention to detail, and the ability to work effectively with cross-functional teams to ensure the timely processing of loan applications for our US-based clients.

Key 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.

Qualifications:

• 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.
• Technical Skills:
• 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).
• Skills:
• 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.

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.

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.