Senior Mortgage Support Analyst (Fintech)

Location: Remote in India; fixed Monday–Friday shift aligned with 9:00 AM to 6:00 PM Eastern Time (ET).

Company

hirify.global provides an AI workflow and analytics platform that helps lenders automate financial document processing, fraud detection, and borrower evaluation.

What you will do

• Serve as the first point of contact for customers through email, chat, and phone.
• Handle support calls and tickets, providing prompt and accurate issue resolution.
• Investigate customer complaints and use SQL to extract or verify data.
• Document customer interactions, queries, and resolutions thoroughly.
• Monitor recurring issues, identify trends, and escalate systemic problems.
• Improve support documentation, FAQs, and internal knowledge bases while meeting SLA and quality KPIs.

Requirements

• 1–3 years of relevant experience.
• Previous experience in the mortgage domain.
• Excellent written and verbal communication skills with a professional and empathetic tone.
• Strong analytical and logical reasoning abilities, with practical SQL experience.
• Proficiency in Microsoft Office, especially Excel and Word.
• Comfort working from the office in a fixed Monday–Friday shift from 9:00 AM to 6:00 PM Eastern Time.

Nice to have

• Familiarity with ticketing systems and customer support metrics.
• Understanding of data integrity and confidentiality best practices.

Culture & Benefits

• Remote-first environment focused on ownership, learning, and meaningful impact.
• Culture grounded in empathy, curiosity, humility, and ownership.
• Inclusive workplace that values diverse perspectives.
• Opportunity to contribute to AI-driven lending automation used by financial institutions.