HELOC Account Manager

Deephaven Mortgage•Remote - North Carolina, NC

About The Position

The HELOC Account Manager supports Deephaven Mortgage’s HELOC business across its Wholesale and Correspondent channels. As the primary point of contact for assigned partners, the role manages loan files from submission through funding, coordinating with Underwriting, title, and closing teams to clear conditions efficiently and deliver accurate, timely closings. The position requires proactive partner communication, close attention to loan quality and documentation, and the ability to manage a high-volume pipeline against deadlines.

Requirements

At least 3 years of mortgage operations experience as an Account Manager, Loan Processor, Closer, or in a similar role.
Hands-on experience with HELOCs, home equity loans, or second-lien products.
Working knowledge of mortgage loan processing, underwriting, and closing procedures.
Proficiency in Encompass or a comparable loan origination system, with the ability to learn new software quickly.
Strong attention to detail and ability to manage a high-volume pipeline against hard deadlines.
Excellent communication and relationship skills with partners, underwriters, and title and closing teams.
Confidence and professionalism when resolving issues.
Ability to work independently in a fast-paced environment.
Team-oriented approach and commitment to excellence and hard work.

Nice To Haves

Bachelor’s degree in business, finance, or a related field.
Wholesale or Correspondent channel experience.
Non-QM exposure.

Responsibilities

Own an assigned HELOC pipeline from submission through funding and drive files forward to meet closing dates.
Set expectations at submission through proactive welcome calls that align partners on timelines, outstanding needs, and next steps.
Conduct an initial quality check on every submission, identifying missing documents and eligibility concerns before files reach Underwriting.
Guide partners through underwriting decisions and conditions with clear, confident communication.
Manage condition clearing from decision through resubmission, providing complete and accurate packages that reduce back-and-forth with Underwriting.
Coordinate between partners, in-house Underwriting, and third-party underwriting teams to keep everyone working from the same information.
Communicate proactively and promptly so partners know the status of their files.
Build working relationships with Sales and Underwriting to support consistent credit quality and service.
Identify and escalate at-risk files, aging items, and recurring issues to leadership before they affect closings or the partner experience.
Maintain accurate, audit-ready loan data in the loan origination system, including milestones, conditions, notes, and disclosures.
Maintain deep knowledge of HELOC products and guidelines and serve as a resource to partners on process and requirements.
Comply with Deephaven policies and procedures and complete assigned training by required dates.