• Serve as a frontline point of contact for customers via phone and email • Support customers with day-to-day account questions • Follow documented procedures to resolve standard customer issues • Assist with Reg E–related customer inquiries • Accurately document all customer interactions • Identify potential fraud or risk signals during customer interactions • Collaborate with internal teams by providing clear case notes

• 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

• Conduct sanctions screening and investigate potential matches against global Sanctions lists (e.g. OFAC, SDN, PEP); • Review alerts from sponsor bank, issuer processor platforms, and other various interdiction platforms • Determine match/no-match, documenting findings and rationale • Investigate, analyze, and document findings of potentially illicit financial activities including potential Money Laundering and Fraud • Summarize investigative work into reports and deliver to Sponsor Bank(s); • Assist internal Legal and Compliance teams in completion of Audit request tasks as needed; • Documenting customer experiences and feedback across online & offline channels using logs, dashboards, and CRM systems; • Interact with leadership, engineering, data science, and other teams to propose effective control changes quickly and accurately; • Designing and modifying fraud prevention policy and procedure.

• Provide live, concierge-style support to customers via phone, chat, and other real-time channels • Guide customers through Aven’s products, processes, and next steps with clarity and confidence • Accurately document customer interactions and outcomes in internal systems • Identify recurring customer questions or friction points and share insights with product and operations teams • Conduct outbound calls to new leads to introduce Aven • Resolves or escalates complaints through appropriate channels • Uphold high standards of professionalism, privacy, and attention to detail when handling sensitive information