Resolutions Specialist

About the Company

Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans weve built our platforms from the ground upnot on outdated legacy systemsso homeowners lenders and investors experience greater transparency efficiency and care. By unifying processes into a modern AI-native operating system were leading the way in automation compliance and continuous improvement across our servicing and lending businesses.

Our mission is to empower every homeowner by making the mortgage experience simple secure and financially empowering. To achieve this we bring together world-class engineers servicing experts lending professionals and operations leaders who share a passion for improving the homeowner journey. Were not only reshaping what servicing and lending look like todaywere creating opportunities for talented people to help drive the future of the industry.

As we continue to grow Valon is expanding its footprint across multiple states opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation collaboration and customer impact go hand in hand. Mortgage is just the beginningwere building the future of regulated finance and we want you to be part of it.

Client Experience at Valon

The Client Experience team is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners. Whether they take ownership of collections provide guidance to questions or solve customer issues in real-time the team acts as the bridge between Valon Mortgage and our customers. Equipped with extensive knowledge of the mortgage industry each member prides themself on driving 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 client-facing 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 fast-paced environment has great de-escalation 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 fast-paced 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 responses

• Communicate with various internal departments on a regular basis for homeowner-related inquiries for a swift resolution to their queries.

• Understand and adhere to all company policies and especially those within Client Experience.

• Other duties as assigned

Ideal Background

• 1-2 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 de-escalate customer issues.

• Minimum education requirement: High school diploma or GED equivalent required

Benefits

• 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 & well-being: Well invest in your physical and mental well-being with comprehensive low-cost medical dental & vision benefits and an EAP for additional support!

• Food & meals: In-office snacks and drinks (and Bagel Fridays)!

• Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.

• Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!

Throughout the interview process please remember that emails will only be from email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to if you have any requests to verify the authenticity of an outreach.

Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local laws. Valon makes hiring decisions based solely on qualifications merit and business needs at the time.

Required Experience:

IC