US Mortgage Support Specialist

About the role

We're looking for thoughtful, empathetic individuals to deliver a white-glove customer experience. You'll be hands-on in providing live, personalized guidance and expert support to customers navigating important financial decisions, ensuring they feel informed, confident, and cared for at every step. This role is ideal for someone who thrives in a fast-paced environment and takes pride in delivering exceptional, concierge-level service. You don't need a luxury hospitality or private banking background - but you must bring a thoughtful, service-oriented mindset. You take pride in helping people feel comfortable, understood, and supported.

Responsibilities

• 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
• We're looking for someone with:
• Must Have: 2+ years of experience in Sales, Customer Service, HELOC/Mortgage/real estate financing
• Strong verbal and written communication skills
• Ability to learn new products and processes quickly
• Self-motivated, able to multi-task with the ability to work well under pressure with minimal supervision in a fast paced environment
• Strong attention to detail and follow-through
• Bachelor's degree in Business Administration, Accounting, Finance, or the equivalent level of education and experience
• Bonus: Multilingual skills
• Bonus: Experience in fintech, financial services, or regulated industries
• Schedule: US Hours (Pacific Standard Time)

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