Partner Success Specialist

The role

The Partner Success Specialist serves as the system subject matter expert and troubleshooting partner for the Third Party Originations channel. You will support external brokers by answering complex loan scenario questions, troubleshooting platform challenges, and diagnosing origination blockers.

What you will do

• Serve as the primary operational SME for external brokers
• Resolve daily inquiries across underwriting guidelines, income/property verification, notarization, and platform workflows
• Diagnose why a loan is stalled, denied, or modified by analyzing lending criteria and backend system data
• Navigate complex, edge-case borrower scenarios to guide brokers through non-standard applications
• Train external partners on the digital platform
• Identify recurring workflow bottlenecks, platform bugs, and UI friction points
• Translate broker feedback into actionable input for product teams
• Maintain a high standard of support using internal tools

Required qualifications

• Strong understanding of the HELOC and mortgage origination lifecycle
• Exceptional structured communication skills
• Tech-savvy mindset with experience in modern digital lending platforms
• Comfortable interpreting loan origination system data, reading system logs/JSONs, or utilizing basic data queries (SQL)
• Disciplined and resilient in a fast-paced environment
• Bachelor's Degree

Nice to have

• Prior experience as a Loan Officer, Underwriter, or Loan Processor at a Non-QM, tech-forward, or digital mortgage lender
• Direct experience handling complex/non-traditional income scenarios, edge cases, and automated decision engines

About the company

Aven is expanding from its consumer direct pipeline into TPO.