Remote Position
[Remote] Solutions Operations, Mortgage Tech
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Aven is a company expanding into Third Party Originations (TPO) and is seeking a Solutions Operations, Mortgage Tech professional. This role involves serving as a subject matter expert and troubleshooting partner for the TPO channel, ensuring effective communication between engineering teams and external partners to facilitate successful loan closings.
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
Skills
- 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
- Disciplined and resilient in a fast-paced environment where you may handle a high volume of high-stakes inquiries
- Bachelor's Degree
- Experience with JSON
- Experience with SQL
- Experience with technical log analysis
Company Overview
Company H1B Sponsorship