About the role
Job Description
We are seeking a Partner Success Specialist 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 pipeline into TPO, you will be the primary contact for external account executives and brokers navigating our proprietary HELOC technology. The ideal candidate brings hands-on experience as a Loan Officer, Underwriter, or Processor—preferably within Non-QM, fintech, or digital lending environments - where navigating edge-case scenarios and platform friction is second nature. You will work with seasoned Loan Officers and brokers from our partners answering complex loan scenario questions, troubleshooting platform challenges, and diagnosing origination blockers using both lending guideline knowledge and underlying system data.
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
- Broker & MLO Support: Serve as the primary operational SME for external brokers, resolving daily inquiries across underwriting guidelines, income/property verification, notarization, and platform workflows.
- Root-Cause Diagnosis: Diagnose why a loan is stalled, denied, or modified by analyzing both lending criteria and backend system data (including underwriting JSONs and system logs) to clearly explain outcomes to brokers.
- Complex Scenario Management: Navigate complex, edge-case borrower scenarios (income calculations, title friction, property nuances) to guide brokers through non-standard applications from intake to closing.
- Broker Enablement & Education: Train external partners on Aven’s digital platform, establishing best practices and overcoming broker "tech unsavviness" to maximize loan closing efficiency.
- Product & Operational Feedback: Identify recurring workflow bottlenecks, platform bugs, and UI friction points, translating broker feedback into actionable input for our product teams.
- Efficiency & Scaling: Maintain a high standard of support as we scale, 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. Prior experience as a Loan Officer, Underwriter, or Loan Processor at a Non-QM, tech-forward, or digital mortgage lender strongly preferred. Direct experience handling complex/non-traditional income scenarios, edge cases, and automated decision engines is strongly preferred.
- 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: Tech-savvy mindset with experience in modern digital lending platforms. Comfortable interpreting loan origination system data, reading system logs/JSONs to trace workflow issues, or utilizing basic data queries (SQL).
- Resilience: Disciplined and resilient in a fast-paced environment where you may handle a high volume of high-stakes inquiries.
- Education: Bachelor's Degree.