Solutions Operations, Mortgage Tech

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary partner for MLOs, addressing daily questions and resolving technical issues in the origination and notarization processes.

• Provide in-depth support by analyzing underwriting JSONs and system logs to clarify denials or unexpected loan amounts for brokers.

• Manage the "long tail" of mortgage applications where edge cases start at the 50th percentile, offering personalized assistance for intricate borrower situations.

• Recognize and categorize recurring "bugs" or user interface friction points to assist engineering and product teams in developing automated solutions.

• Guide and train external partners on the "Aven way," enabling them to leverage our advanced technology effectively to close loans efficiently.

• Uphold a high standard of support as we scale to over 1,000 daily agent messages, using internal tools to enhance individual productivity.

⛳️ Requirements

• Strong knowledge of the HELOC and mortgage origination process.

• A "systems thinker" capable of differentiating between genuine software bugs and user errors or lack of technical knowledge.

• Outstanding structured communication abilities.

• Demonstrated capability to navigate complex software systems; familiarity with JSON, SQL, or technical log analysis is highly desirable.

• Disciplined and resilient in a fast-paced setting.

• Bachelor’s Degree.

🏝️ Benefits

• Health insurance.

• Professional development opportunities.