Solutions Operations, Mortgage Tech

Responsibilities

• Serve as the "Ace" partner for MLOs, addressing daily inquiries and resolving technical blockers in the origination and notarization stacks.
• 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.
• Navigate the "long tail" of mortgage applications where edge cases begin at the 50th percentile, providing high-touch guidance for complex borrower scenarios.
• Identify and label recurring "bugs" or UI friction points to help engineering and product teams build automated agentic solutions.
• Mollycoddle and train external partners on the "Aven way," helping them utilize our advanced technological weapons to close loans efficiently.
• Maintain a high standard of support as we scale toward 1,000+ daily agent messages, utilizing internal tools to maximize individual productivity.

Qualifications

• Strong understanding of the HELOC and mortgage origination lifecycle, including common friction points in document collection, income verification, and notarization.
• A "systems thinker" who can distinguish between actual software bugs and user-error/technology-unsavviness.
• Exceptional structured communication skills; able to explain technical complexities to non-technical external brokers clearly and patiently.
• Proven ability to navigate complex software systems; experience with JSON, SQL, or technical log analysis is highly preferred.
• Disciplined and resilient in a fast-paced environment where you may handle a high volume of high-stakes inquiries.