• Responding to customer queries in a timely & effective manner via Zendesk or other customer support tools • Identifying and resolving fraud and risk issues (e.g. account opening / identity theft, account takeover, check kiting, money laundering, etc.) • Thoroughly documenting investigative steps, conclusions, and remediation in addition to customer compliments & complaints • Designing and modifying fraud prevention policy and procedure • Auditing, coaching, and training junior level staff • Collaborating with other departments to process department related tasks • Review customer account opening applications through various fraud software platforms to ensure standards are met • Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

• Review and underwrite residential mortgage loan applications, including Conventional, FHA/VA, and Non-QM products. • Ensure compliance with TRID guidelines and other loan compliance requirements. • Evaluate and verify borrower documentation such as income, credit, assets, title, and appraisals to confirm accuracy and eligibility. • Apply Agency and Investor guidelines (Fannie Mae, Freddie Mac, HUD, VA) when making underwriting decisions. • Identify potential risks in loan files and provide sound recommendations or solutions. • Maintain adherence to established underwriting policies, procedures, and regulatory standards. • Support the full mortgage life cycle by collaborating with other departments to ensure timely and accurate loan processing.

• 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

• Review and validate all mortgage loan components, including borrower documentation, financial data, and property appraisals. • Ensure all data points and documents in the loan package are accurate, complete, and aligned with Automated Underwriting System (AUS) outputs. • Conduct thorough calculations and validations to ensure the integrity and reliability of the loan package. • Prepare mortgage loan packages with the highest level of accuracy to meet capital market buyer requirements. • Anticipate and address potential discrepancies to avoid investor objections or rejections. • Ensure loan conditions are met and documentation is robust enough to withstand scrutiny from investors or fault-finding reviewers. • Identify and resolve credit issues to minimize risks, ensuring adherence to all regulatory requirements. • Deliver loans without errors, apart from permissible compliance deviations, ensuring investor trust and confidence. • Maintain meticulous documentation for each underwriting decision, creating a transparent audit trail. • Work closely with expeditors, loan officers, and other stakeholders to gather missing documents and resolve inconsistencies. • Communicate underwriting requirements and conditions clearly to ensure all parties are aligned on expectations. • Conduct quality checks on completed loan packages to maintain a 100% error-free standard. • Stay updated on industry guidelines, investor requirements, and regulatory changes to uphold best practices. • Recommend and implement improvements to streamline processes and enhance efficiency.