Extend Your Team

• Reconciling credit card transactions daily; including purchases, accrued interest, fees, and payments. • Completing a daily delinquency report • Providing the Head of Accounting with financial audit support • Maintain/update report on employee bonus schedule and grant details • Assisting Head of Accounting with Month End close, including, preparing card related entries, providing supporting documentation to bookkeeper, and preparing monthly/quarterly investor reporting.

• Oversee and improve daily operational processes and workflows. • Coordinate with various departments to ensure seamless execution of business activities. • Develop, optimize, and maintain operational workflows to improve productivity and efficiency. • Monitor operational efficiency, including cost calculations, resource utilization, and process improvements. • Manage and track key performance indicators (KPIs) and operational metrics to identify trends and drive performance improvements. • Handle logistics, inventory management, and supply chain tasks as needed. • Act as a point of contact for operational inquiries, issue resolution, and problem-solving. • Utilize SQL to query, manipulate, and analyze data from various back-end systems. • Generate reports, dashboards, and operational insights to support business decision-making. • Assist in maintaining data integrity, consistency, and accuracy within databases. • Collaborate with technical teams to understand system architecture, workflows, and data flow. • Troubleshoot and resolve data-related and system-related issues efficiently. • Quickly grasp and adapt to new systems, software, and operational processes. • Provide administrative and operational support to the operations team and management. • Develop, update, and maintain procedural and process documentation. • Support continuous improvement initiatives by identifying workflow gaps and recommending solutions.

• Lead, coach, mentor, and upskill a team of fraud analysts • Manage day to day team operations including scheduling, PTO approval, and delivering corrective action • Ensure work is assigned fairly, equitably, and within agent capacity. • Monitor system and agent performance metrics, driving quality improvement initiatives • QA analyst work to ensure compliance with local, state, and federal law as well as internal Aven policy and procedure • Act as first line of escalation for complex cases and nebulous scenarios • Own and maintain procedural update to improve fraud detection, while maintaining an acceptable level of friction • Document and propose systemic changes improving quality, latency, and efficiency of the fraud operations team • Test pilot new concepts, methodologies, and work queues providing data-centric, critical feedback to operations leaders, and engineering partners • Monitor key performance metrics and dashboards escalating bugs and taking corrective action when necessary • Maintain detailed performance review notes and coaching logs of analysts • Develop new and enhance existing dashboards using a variety of data and business intelligence tools • Support internal compliance team to ensure commitments to Sponsor Bank(s) are met timely and accurately • Other duties as assigned

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools. • Educating cardholders on Aven's Bitcoin-backed card features, including LTV (Loan-to-Value) monitoring and collateral management. • Documenting & logging issues (as well as customer compliments & complaints). • Working with customers to help them go through our application flow, including the Bitcoin deposit and vaulting process. • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems. • Communicating critical account updates to users, such as Margin Call alerts or Liquidation warnings, with empathy and technical clarity.

Role Description We are looking for someone who has experience coordinating with Third-Party vendors while also interacting with customers, answering questions and assisting in scheduling. Responsibilities - Responding to customer queries in a timely & effective manner via ZenDesk, Amazon Connect or other customer support tools. - Documenting & logging issues (as well as customer compliments & complaints). - Working with customers to help them go through our application flow when required. - Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems. Qualifications - Experience coordinating with Third-Party vendors. - Extensive experience in front-facing customer service. - Experience with closing for loan origination. - Experience with document handling, title knowledge. - Familiarity with loan documents, deeds, or similar documents. - At least 2 years (and above) of experience under a US Loan or Mortgage account handling Loan Origination or Underwriting specific tasks. - Experienced in customer-facing roles in a loan or mortgage account. - Superb communication, collaboration, and problem-solving skills. - Proficiency, speed, and accuracy in written communication. - Fluency, clarity, and good diction in English. - Great organizational skills & time management abilities. - Experience using customer communication tools (ZenDesk), task management tools, Google Drive, and Email. - Detail-Oriented - we’re a financial services company so being correct about the details matters. - Bachelor's Degree or comparable work experience in financial services. - Flexibility to work US Pacific time 9 AM to 6 PM (with a 1-hour break time in between). - Must live in the Philippines.

• Own and lead high-priority initiatives from concept through completion • Ensure alignment, accountability, and follow-through across teams • Identify gaps, solve problems, and remove bottlenecks • Take ownership of key initiatives • Help prioritize initiatives and ensure focus on what matters most • Step in to lead or support projects as needed • Improve processes, communication, and cross-functional coordination • Develop and leverage AI to enhance and streamline processes • Support performance management and coordination with external resources • Partner with bookkeeping/accounting to ensure accuracy and timeliness of payroll and expenses. • Help improve onboarding and internal training processes • Identify training and development needs for internal team and external contractors.

• Calculate and process employee salaries, wages, bonuses, and other compensation accurately and on time • Maintain accurate and up-to-date payroll records while preparing and maintaining reports and journal entries related to payroll activities • Calculation and tracking of employee benefits related to payroll provided by third parties • Stay informed about changes in labor laws, tax codes, and other regulations affecting payroll • Handle sensitive employee information with confidentiality and discretion • Respond to employee inquiries regarding payroll matters • Investigate and resolve payroll discrepancies or errors • Receive and review employee expense reports for accuracy and compliance

• Provide one-on-one and group coaching sessions to improve employees’ verbal and written communication skills. • Assess employee communication strengths and areas for improvement through evaluations, call reviews, and written assessments. • Develop personalized coaching plans to support employee growth and performance improvement. • Provide constructive feedback to help employees communicate more clearly, professionally, and confidently. • Conduct soft-skills training programs focused on professional communication for newly hired employees. • Facilitate refresher training sessions for existing employees to reinforce communication best practices. • Develop and update training materials, exercises, and communication guidelines. • Lead workshops on topics such as business writing, email etiquette, professional tone, active listening, client communication, and conflict resolution. • Collaborate with Team Leaders, QA, and Management to identify communication gaps affecting performance. • Support performance improvement plans for employees who require additional communication training. • Provide recommendations to improve team communication standards and processes. • Help establish and maintain company communication standards and best practices. • Review written communications such as emails, reports, and client responses to ensure professionalism and clarity. • Assist in developing communication templates and guidelines. • Track employee progress and provide coaching reports to management. • Monitor training effectiveness through assessments, feedback, and performance metrics. • Provide insights and recommendations for continuous improvement in communication training programs. • Stay updated on best practices in corporate communication, coaching techniques, and soft skills development.

• First-Line Resolution — Act as the primary point of contact for users requiring assistance with decentralized solutions, providing fast and effective support to ensure satisfaction. • Blockchain Troubleshooting — Analyze and resolve common user issues including transaction failures, insufficient gas fees, and slippage settings. • On-Chain Guidance — Guide users in checking transaction status via blockchain explorers (e.g., Etherscan, Solscan) and troubleshoot undelivered assets. • Security & Education — Educate users on crypto security best practices, including 2FA, phishing awareness, and safe wallet interactions. • Account Management — Assist with user onboarding, KYC/KYB verification processes, and account access issues. • Ticketing & Documentation — Utilize Zendesk and Asana to track and document interactions, escalating complex cases as needed. • Product Advocacy — Collaborate cross-functionally to translate recurring user feedback into product optimization for Web3 features.

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools • Documenting & logging issues (as well as customer compliments & complaints) • Working with customers to help them go through our application flow when required • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems