[Remote] Solutions Operations, Mortgage Tech

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

Aven's mission is to provide the lowest cost, most convenient, and most transparent access to capital. It was founded in 2019, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://aven.com.

Company H1B Sponsorship

Aven has a track record of offering H1B sponsorships, with 3 in 2025, 3 in 2024, 2 in 2023, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.