At Ocrolus, we believe companies work best when they focus on their core business and let automation do the rest. We’re powering the digital lending ecosystem and help financial services firms make high-quality decisions with trusted data and unparalleled efficiency.
Ocrolus’ Human-in-the-Loop document automation software analyzes documents with over 99% accuracy. We're replacing legacy OCR vendors that cap out at 75-80% accuracy, and augmenting the robotic work that humans are prone to doing all too often – which can be expensive, error-prone, and slow. By empowering lenders to analyze diverse sources of financial data more efficiently, Ocrolus levels the playing field for every borrower, providing expanded access to credit at a lower cost.
We’ve raised over $100 million from blue-chip investors and are working with customers like PayPal, Brex, SoFi, Blend and Plaid. Join us as we build the future of fintech, and make an impact at an award-winning, high-growth startup that Forbes recently dubbed the “Next Billion-Dollar Startup”.
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
Come build the future of fintech with us. At Ocrolus, you will work with extraordinary people and receive benefits and development opportunities to empower you in and out of the office.
We take pride in our dynamic, diverse team, unified by shared values of Empathy, Curiosity, Humility and Ownership. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, gender, gender identity, age, disability, national origin or any other legally protected rights that one has.
We look forward to hearing from you!
Top Skills
What We Do
Ocrolus is an intelligent automation platform that analyzes financial documents with over 99% accuracy. By eliminating manual review, Ocrolus empowers companies to reinvest human capital and automate business processes with industry-leading speed and accuracy.
Why Work With Us
Ocrolus eliminates manual tasks so humans can focus on the things that matter the most. Our team is our biggest asset. Our employee-first environment combines first-rate benefits with a flexible, laid back office culture that enables our staff to reach their highest potential. We empower our employees and customers to do what they love.
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