Resolutions Senior Specialist
Resolutions Senior Specialist
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Job Description
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 department 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 realtime the team acts as the 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 seeking a Resolutions Senior Specialist to handle inbound and outbound emails to and from our homeowners as well as call overflow from our Client Engagement team along with handling chats. This person will meet all critical contact center metrics while ensuring our homeowners receive the highest quality of service. The ideal candidate thrives in fastpaced environments possesses excellent deescalation skills and shifts seamlessly between different areas of and modes of communication within the Client Experience department.
Responsibilities
- Respond to homeowner inquiries via email and chat in a timely and professional manner.
- Handle inbound and/or outbound calls in accordance with department guidelines.
- Conduct detailed indepth research and coordinate with other backoffice teams to respond to complex homeowner inquiries while meeting our Client Experience Service Level Agreements.
- Adhere to all company and departmental policies at all times.
Ideal Background
- 12 years of customer service experience.
- Previous mortgage servicing experience preferred.
- Previous experience with Google Suite.
- Previous experience with CRM systems.
- Ability to multitask across platforms.
Minimum Qualifications
- Strong written and verbal communication skills.
- Strong typing and computer navigation skills.
- Attention to detail.
- Ability to collaborate with other business areas.
- Ability to deescalate customer issues.
What we can offer:
- Compensation: Competitive salary and 401k plan.
- Health & wellbeing: We invest in your physical and mental wellbeing with comprehensive medical dental & vision benefits an EAP for additional support.
- Food & meals: Inoffice snacks and drinks (and Bagel Fridays)!
- Grow together: Companywide orientation for you to successfully onboard alongside other learning and development opportunities including regular review cycles that feature 360 degree feedback.
- Generous time off: 17 days paid time off sick days and 11 company holidays.
Required Experience:
Senior IC
Employment Type
Full Time
