Resolution Specialist

About the Company

Valons mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys but lasts far beyond. Were creating a world where home ownership comes with ease security and financial knowhow. Our growing team of engineers operators product enthusiasts and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicingthe process of paying off ones mortgageValon is taking the first step in transforming the industry one homeowner and lender at a time.

Client Experience at Valon

The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections managing default processes or solving homeowner issues in real time the team acts as a bridge between Valon and our homeowners. Equipped with extensive knowledge of the mortgage industry each member prides themselves on embodying Valons mission of championing homeownership.

About the Role

We are looking for a Resolutions Specialist who will reside within our Client Experience umbrella as this is a clientfacing role. This person will be responsible for handling inbound and outbound emails with our homeowners as well as overflow inbound phone calls from our Client Engagement Team. This position plays a key role in ensuring that our homeowners receive the highest quality client service with their requests for research within our team and critical contact center metrics are met. The ideal candidate thrives in a fastpaced environment has great deescalation skills and is able to weave in and out of various parts of what is required within our business needs for Client Experience. You may be expected to flex between communication channels as the needs of the business change.

Responsibilities

• Answer homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.
• Respond via chat to homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.
• Manage and respond to direct homeowner email inquiries with a sense of urgency and high caliber of quality.
• Handle inbound/outbound phone calls per department guidelines and standard operating procedures in a fastpaced environment.
• Guide homeowners through questions and issues with their Account Payments Loan Transfers Insurance and Taxes (Escrow) and other transactional inquiries
• Deep dive research and resolve all levels of homeowner inquiries and issues; for example escrow analysis breakdown shortage review misapplied payment etc.
• Ensure customer satisfaction by providing homeowners with courteous professional and efficient email response
• Communicate with various internal departments on a regular basis for homeownerrelated inquiries for a swift resolution to their queries.
• Understand and adhere to all company policies and especially those within Client Experience.

Ideal Background

• 12 years of customer service experience preferred with great attention to detail both written and verbal.
• Google Suite experience preferred.
• Mortgage experience or servicing experience preferred
• Experience using CRM software (e.g. Zendesk) preferred
• Ability to multitask and navigate different platforms.

Minimum Qualifications

• Can type 45 WPM or more with 90 accuracy.
• Solid computer skills including typing and navigation.
• Strong written and verbal communication skills
• Excellent attention to detail.
• Ability to collaborate with other business areas.
• Ability to deescalate customer issues.

What we can offer:

• Compensation: Competitive salary and a 401(k) planwith a 4 annual match!
• Hours: No weekends or late nights required!
• Generous amount of paid time off: 17 days of paid time off 5 additional paid sick days and 11 paid company holidays!
• Health & wellbeing: Well invest in your physical and mental wellbeing with comprehensive lowcost medical dental & vision benefits and an EAP for additional support!
• Food & meals: Inoffice snacks and drinks (and Bagel Fridays)!
• Grow together: We set new employees up for success with our companywide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.
• Baby bonding time: Birthing and nonbirthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!

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