Scenario Desk Analyst

Charlotte, NC
Full-time


Essential Duties and Responsibilities:

  • Primarily responsible for handling a heavy daily volume of Scenario Desk phone calls and email inquiries from our correspondent and wholesale lending partners.
  • Review the nature of the inquiries and determine the appropriate program and response.
  • Analyze and calculate borrower income using alternative documentation sources such as bank statements.
  • Research Deephaven Mortgage LLC underwriting and program guidelines.
  • Determine when to elevate customer requests to Senior Underwriter and/or Underwriting Manager.
  • Assist sales force, Secondary, and other internal staff as needed with underwriting guideline questions/assistance.
  • Provide new loan set up/system access guidance to correspondent and wholesale lending partners.
  • Any and all other duties as requested by management.

Required Skills, Experience and Ability:

  • Must have the ability to organize workflow for prompt, courteous responses.
  • Excellent verbal and written skills, with emphasis on courteous and effective telephonic and written (email) communication with internal/external customers.
  • Problem solving, organizational, and analytical skills required.
  • Must develop a thorough working knowledge of Deephaven Mortgage LLC underwriting guidelines, programs and policies/procedures.
  • Strong time management skills and ability to prioritize daily workflow.
  • Superior customer service skills.
  • Ability to communicate between staff members on constantly changing issues and updates.
  • Self-starter personality with positive attitude.
  • Ability to handle high volume in a constantly changing environment with excellent customer service skills.

Education and/or Experience:

  • College degree or equivalent work experience.
  • 3+ years of mortgage related experience; prior FHA or non-prime underwriting experience preferred.
  • Proficient in MS Office including Word and Excel. Encompass 360 experience a plus.
  • Prior customer service skills a plus.

Go to all jobs