Job Description
We are seeking a Solutions Operations, Mortgage Tech professional to serve as the ultimate system subject matter expert (SME) and troubleshooting partner for our Third Party Originations (TPO) channel. As Aven expands from its consumer direct pedigree into TPO, you will be the primary line of defense for external account executives and brokers navigating our proprietary HELOC technology. You aren't just answering FAQs; you are a technical problem-solver capable of diagnosing complex edge cases in our origination flow. You will bridge the gap between our high-powered engineering team and our front-line sales partners, ensuring that "technology-unsavviness" never stands in the way of a successful loan closing. You will report to the Head of Originations Operations.
The ideal candidate is highly analytical, naturally curious, and thrives in fast-paced environments where problem-solving, ownership, and cross-functional collaboration are critical to success. This role reports directly to the Head of Originations Operations.
Responsibilities
System Troubleshooting: Serve as the "Ace" partner for MLOs, addressing daily inquiries and resolving technical blockers in the origination and notarization stacks.
Technical Diagnosis: Go beyond surface-level support by reading and interpreting underwriting JSONs and system logs to explain denials or lower-than-expected loan amounts to brokers.
Edge Case Management: Navigate the "long tail" of mortgage applications where edge cases begin at the 50th percentile, providing high-touch guidance for complex borrower scenarios.
Product Feedback Loop: Identify and label recurring "bugs" or UI friction points to help engineering and product teams build automated agentic solutions.
Broker Education: Mollycoddle and train external partners on the "Aven way," helping them utilize our advanced technological weapons to close loans efficiently.
Efficiency & Scaling: Maintain a high standard of support as we scale toward 1,000+ daily agent messages, utilizing internal tools to maximize individual productivity.
Qualifications
Mortgage Expertise: Strong understanding of the HELOC and mortgage origination lifecycle, including common friction points in document collection, income verification, and notarization.
Problem-Solving: A "systems thinker" who can distinguish between actual software bugs and user-error/technology-unsavviness.
Communication: Exceptional structured communication skills; able to explain technical complexities to non-technical external brokers clearly and patiently.
Technical Aptitude: Proven ability to navigate complex software systems; experience with JSON, SQL, or technical log analysis is highly preferred.
Resilience: Disciplined and resilient in a fast-paced environment where you may handle a high volume of high-stakes inquiries.
Education: Bachelor's Degree.
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