Business Analyst, Creative Development

CV3 Holdings•El Segundo, CA

About The Position

The Business Analyst supports CV3 Financial Services’ lending technology, users, and product-development process. The role is the primary contact for the Creative Development Helpdesk; administers user access and external broker accounts; supports development of Borrower Center and Mortgage Cadence Platform; and tests enhancements and bug fixes before release. It works with business users, department leadership, IT, and software developers to resolve issues, document requests, test solutions, and improve systems used throughout the loan lifecycle. The position may involve confidential and sensitive information, which employees are expected to protect and handle with discretion. Within the Creative Development specialty, the analyst translates business needs and user feedback into Azure DevOps tickets with requirements, acceptance criteria, and supporting documentation. The role also works with Compliance & Legal on CV3 documents, Operations subject-matter experts on document needs, and vendors on document-related requirements. The position is with CV3 Financial Services, a subsidiary of CV3 Holdings that provides financing for non-owner-occupied investment properties.

Requirements

Bachelor’s degree required, or a combination of education and experience.
At least 5 years of experience working in a related field.
Knowledge of Borrower Center and Mortgage Cadence Platform administration, configuration, accounts, roles, permissions, and access.
Excellent written and verbal communication and collaboration skills.
Strong attention to detail and commitment to accuracy.
Ability to investigate issues independently and escalate when appropriate.
Ability to learn technical systems, workflows, and administrative tools.
Ability to prioritize competing requests and meet time-sensitive service expectations.
Knowledge of helpdesk operations, service-level expectations, ticket prioritization, escalation, and customer support.
Ability to translate business needs into clear requirements, acceptance criteria, enhancement requests, and defect reports.
Knowledge of quality assurance practices, including test planning, defect management, regression testing, and release validation.
Strong troubleshooting, critical-thinking, and problem-solving skills.
Ability to monitor automated processes, investigate exceptions, and verify successful completion.
Strong organization and time-management skills, with the ability to prioritize work, meet deadlines, and maintain accurate records.
Ability to work independently, recognize recurring trends, and recommend continuous improvements.
Ability to develop knowledge of mortgage or lending processes.

Nice To Haves

Experience with Azure DevOps or a comparable development-tracking platform.
Mortgage or lending-process knowledge.
Experience with automation tools, user-access administration, or software testing.
Experience in software support, business systems, quality assurance, lending operations, or product development.

Responsibilities

Manage the Creative Development Helpdesk in GoTo Resolve, acknowledge tickets within one business hour, and respond the same day to tickets received before 4:00 p.m.
Troubleshoot Borrower Center and Mortgage Cadence Platform processes, functionality, access, account, and permission issues.
Escalate unresolved issues, communicate status and next steps, and document resolutions.
Identify recurring support issues and recommend training, documentation, process, or system improvements.
Administer user accounts, roles, permissions, and access changes; coordinate account creation with IT and maintain accurate records.
Create and maintain external broker accounts and sites based on approved Broker Request Forms.
Run the broker-creation RPA daily.
Complete broker requests within established service levels and communicate results or missing information.
Reproduce and document defects; coordinate with users and developers; and track enhancement and defect items.
Test enhancements, configurations, and fixes in Staging and QA; document results, retest defects, and perform regression testing.
Support release validation and post-deployment monitoring, and communicate release readiness to department leadership.
Complete approved Mortgage Cadence Platform configurations and maintain related documentation.
Create and maintain Outbox emails; test content, formatting, recipient logic, triggers, and data fields before deployment.
Translate business needs and user feedback into actionable Azure DevOps tickets with requirements, acceptance criteria, and supporting documentation.
Work with Compliance & Legal to ensure CV3 documents are accurate, complete, and up to date.
Work with Operations subject-matter experts to ensure document needs are met, including disclosures, internal documents, and closing documents.
Facilitate discussions with vendors, including LOS and GoDocs, related to document needs.
Protect confidential and sensitive information, including personal information, loan details, business and financial records, and proprietary materials.