Mortgage Technology Support Analyst

Deephaven was founded in 2012 to provide mortgages to the millions of Americans who, for one reason or another, are unable to qualify for a traditional, government-backed loan. Deephaven champions those mortgage borrowers whose independence, entrepreneurial drive and determination are often the very reason why they can’t qualify for a traditional loan. Using ingenuity, supported by common-sense underwriting, we continuously and responsibly innovate new mortgage products and programs that put homeownership within reach of millions of borrowers and investors that need and deserve financing. We offer our loans through a network of 1,000 independent mortgage brokers. We also buy loans from more than 200 correspondent partners. Deephaven is headquartered in Charlotte, North Carolina and is owned by Pretium, a highly specialized investment manager focused on real estate, mortgage finance and corporate debt.

Job Overview

The Mortgage Technology Support Analyst will play a pivotal role within the Technology Team. They will provide end user support for all mortgage applications utilized by Deephaven Mortgage staff. This is a customer focused position where you will be learning the backend of Encompass and other systems to support the daily functions of the mortgage loan cycle. The Analyst will be a team player who enjoys interacting with people and learning new technology. The preference is for this role to have the ability to come into the office located in the Ballantyne area of Charlotte, NC when needed.

What You’ll Do

• Provide level 1 and 2 end user support for requests related to the Ellie Mae Encompass Mortgage Software System, Salesforce, Lodasoft, and any related components and integrations

• Track tasks and progress within the ticketing system software

• Create internal and end user support documentation

• Efficiently escalate support issues for vendor or level 3 support Manager where appropriate

• Support the line of business applications and processes while adhering to the prescribed Service Level Agreements (SLA)

• Provide support via Ticketing System, Phone, Virtual or In Person Meeting, and Screen Share

• Build sustainable relationships and trust with customer base through open and interactive communication

• Interface with vendors and other 3rd parties to escalate outages and troubleshoot user issues

• Identify support trends via helpdesk tickets and provide solutions

• Work with Support Team to gain additional knowledge in mortgage technology

• Assist in user setup and takedown activities including accounts and training

• Additional duties and responsibility as directed by management

• Adhere to all corporate policies

• Build sustainable relationships and trust with customer base through open and interactive communication

• Abillity to come into the office located in the Ballantyne area of Charlotte, NC

What We Need

• Position can be either In Office, Hybrid, or Remote depending on location and requires a flex rotation working schedule of 8AM – 5PM, 9AM – 6PM, and 11AM – 8PM EST.

• All DH employees must be able to work cooperatively as team members

• Bachelor’s degree preferred; Technical certifications will be considered in addition to educational background

• 1 years of experience in Technology and/or a Mortgage Company

• Proficiency with Microsoft Office products, particularly Teams, Outlook, Word and Excel

• Exceptional verbal, written and interpersonal collaborative skills communicating with all levels of the business

• Strong ability to task switch effectively and manage multiple priorities

• Must have user support and proven troubleshooting skills

• Ability to solve problems logically and efficiently

• Must maintain thorough documentation and show excellent attention to detail

• Ability and willingness to learn quickly

• Possess an open and inquisitive mindset

• Customer oriented with the ability to adapt and respond in different types of situation

Nice to Have:

• Experience using Ellie Mae Encompass or other Loan Origination System

• Experience using Lodasoft or similar Loan Origination Integrations

• Prior experience utilizing a ticketing system such as Zendesk or Freshworks

• Basic VB.NET/C# or similar programming language understanding to evaluate logic statements

You Are Someone Who

• Strives for accuracy and pays close attention to detail

• Enjoys building strong relationships with customers and team-members

• Promotes company values while providing optimal customer service

• Thrives in a fast-paced environment while embracing change and innovation

Our Perks

• Flexible work/life balance with unlimited responsible time off

• Amazing company culture

• 401(k) plan with an employer match

• Health insurance with a generous employer contribution that begins day one of employment

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