Business Analyst, Creative Development

Description

This position will report to and operate within CV3 Financial Services, a dedicated subsidiary of CV3 Holdings.

CV3 Financial Services provides financing for non-owner-occupied investment properties, providing flexible loan solutions combined with the experience our customers can trust.

CV3 is more than just a lender. We partner with our customers to accelerate real estate opportunities and are invested in their success. We leverage the best technology to eliminate complexity and simplify the loan process, while never losing sight of the value of building personal relationships with our customers.

We’ve set the bar high. The aspirational mission is to be the #1 choice as a trusted capital partner for real estate investors. We are ready when you are!

Our People are Our Power

Great people make great companies. CV3 has nurtured a people-first culture, an entrepreneurial team, and a disciplined craft that fuels innovation and delivers results. We create lasting client relationships based on trust and transparency. We cultivate these relationships by taking amazing care of our people and our customers. Above all, what sets us apart are our five Core Values, which guide everything we do.

The Business Technology Analyst supports CV3’s lending technology, users, and product-development process. This position serves as the primary point of contact for the Creative Development Helpdesk, administers user access and external broker accounts, supports the development of Borrower Center and Mortgage Cadence Platform, and tests system enhancements and bug fixes before release. This role works closely with business users, department leadership, IT, and software developers to resolve problems, document enhancement requests, test solutions, and improve the systems used throughout the loan lifecycle.

In this position, you will:

• 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.
• This position may involve handling confidential and sensitive information as part of its daily responsibilities. Employees are expected to exercise discretion and protect all sensitive data, including but not limited to personal information, loan details, business and financial records, and proprietary materials.

SPECIALTY DISCIPLINE RESPONSIBILITIES:

Creative Development:

• Translate business needs and user feedback into actionable Azure DevOps tickets with requirements, acceptance criteria, and supporting documentation.
• Work with Compliance & Legal to ensure all CV3 documents are accurate, complete, up to date
• Work with Operations SMEs to ensure document needs are met (disclosures, internal docs, closing docs)
• Facilitate discussions with vendors related to document needs (LOS, GoDocs, etc.)

Requirements

Successful candidates will possess:

• Bachelor’s degree required, or a combination of education and experience.
• 5+ years’ experience working in related field
• Experience with Azure DevOps or a comparable development-tracking platform preferred.
• Mortgage or lending-process knowledge preferred; ability to develop this knowledge required.
• Experience with automation tools, user-access administration, or software testing preferred.
• Knowledge of Borrower Center and Mortgage Cadence Platform administration, configuration, accounts, roles, permissions, and access.
• Experience in software support, business systems, quality assurance, lending operations, or product development preferred.

NECESSARY KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

• 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.

What’s in it for you:

Inspiring Culture: We have earned the reputation as an exceptional workplace, designed with the deepest intentions for you to thrive. We are committed to being a transparent environment where team members are encouraged to ask questions, be heard, and never stop learning. We foster an inclusive and supportive environment where creativity and innovation thrive.

Talent Development: We invest in our team members' growth and development. You will have access to ongoing training, mentorship, and opportunities to expand your skill set and advance your career.

Impactful Work: Join us in making a meaningful impact. At CV3, we are a team. A highly motivated group of dedicated, talented people, motivating each other and working together towards our shared and individual goals. We show up. Every Day. For each other and our customers.

Innovation: We embrace new ideas and technologies. You will have the chance to work on cutting-edge projects and contribute to solutions that shape our industry.

Work-Life Balance: We value work-life balance and understand the importance of a healthy and fulfilling personal life. We work with you to determine the best work style for you and CV3.

Benefits Package: We provide competitive compensation packages and comprehensive benefits to underscore our commitment to the well-being of our team.

• Health Insurance
• HSA Account
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Dental Insurance
• VSP Vision Insurance
• Flexible Spending Accounts (FSA)
• Group Paid Life and AD&D Insurance Supplemental Coverage
• Company Paid Long-Term Disability and Short-Term Disability (Non-CA)
• 401 (k) Retirement Plan (2-Year Vesting)
• Legal Services
• Virtual Behavioral Health
• Employee Assistance Program (EAP)

Employee Perks:

Beyond our comprehensive benefits package, CV3 provides a diverse array of advantages to our team members.

These include PTO, birthday gift card and the day off, community outreach opportunities, access to Doordash’s Dash Pass, Employee discount program - Great Work Perks, an on-site dog park at our headquarters, company swag, stipends, and much more!

At CV3, we are committed to the principles of diversity, equity, inclusion, and equal opportunity. We build teams and grow talent that reflects the diversity of the clients and communities we serve. Diversity of background, experience, and perspective adds value and depth to our teams and creates better business results.

CV3 is an equal opportunity and affirmative action employer. We take pride in building a workplace culture where all team members feel supported and respected, and have equal access to career and development opportunities without regard to race, religion/creed, color, national origin, age, marital status, ancestry, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity/expression, sexual orientation, veteran status, physical or mental disability, medical condition, military status, genetic information, or any other characteristic protected by federal, state or local laws. Qualified applicants with arrest or conviction records will be considered in accordance with the ordinance and the California Fair Chance Act.

Experience counts, attitude matters. The range listed is just one component of CV3’s total rewards package for our team members. Other rewards may include quarterly bonuses, role-based incentives, and region-specific benefits. A team member’s position within the listed salary range will be based on several factors, including but not limited to relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs.

The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.