Servicing Mail Operations Specialist

About the Company

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

Loan Administration at Valon

The Loan Administration team powers all of the operations required to keep Valon running smoothly. From onboarding loans to handling insurance and processing payments, the Loan Administration team ensures that homeowners are continuing to get a first-class experience with Valon, all from behind the scenes.

About the Role

As a Servicing Mail Operations Specialist at Valon, you will be responsible for ensuring the smooth and efficient servicing of mortgage loans, managing customer accounts, assisting in resolving customer inquiries and issues, and handling document management and mail distribution. You will work closely with various teams, including customer support, operations, and compliance, to ensure compliance with industry regulations and provide outstanding service to our clients and borrowers.

Responsibilities

• Pick up, open, scan, upload, and distribute all incoming mail and packages received, which includes checks.
• Track and log mail and packages to ensure all documents are properly processed.
• Follow up, and resolve any missing, misdirected, or incomplete items related to mail processing as a first point of contact.
• Process outgoing mail for all Loan Administration.
• Collaborate with internal teams to meet deadlines and SLAs (Service Level Agreements), ensuring all documents are processed within required time frames.
• Manage, organize, and file physical documents for retrieval by internal teams as needed.
• Address inquiries related to the mail and respond timely to ensure the smooth flow of the mail delivery process.
• Update and annotate all actions/follow-ups processed on mail in all appropriate systems.
• Review and print mortgage documents, to deliver to authorized signers, and mail out daily.
• Work with relevant internal teams to coordinate, review and delivery of daily incoming documents that need immediate attention or action.
• Ensure all documents, such as mortgage insurance, collateral, payments, or legal documents, are correctly identified and distributed to the appropriate team.
• Monitor and update internal teams on the status of the documents, ensuring there are no delays or missing items in the processing pipeline
• Any other duties assigned by management.

Ideal Background

• Basic understanding of the mortgage servicing industry, preferably in the mortgage servicing industry.
• Ability to handle confidential material in a professional, ethical manner. ● Professional communication skills, written and verbal. ●      Must be proficient in Google Apps (Sheets, Docs,etc.) ●   Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and problem-solving abilities.
• Proficiency in using loan servicing software and fintech tools.
• Ability to work effectively in a fast-paced and dynamic start-up environment.
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Minimum Qualifications

• Previous experience in loan servicing or mortgage-related roles is highly desirable
•  Familiarity with mortgage servicing software systems
• Strong knowledge of mortgage industry regulations, including RESPA and TILA
• Experience in document management and record-keeping
• Customer service experience in a financial services environment is a plus

Location: Onsite

Benefits 

What we can offer:

• Compensation: competitive salary and partake in our 401k plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, One medical membership, and Talkspace to provide mental health support
• Food & meals: in-office snacks and drinks, Bagel Fridays and regular Food Trucks on premise
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
• Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes or team dinners!
• Generous time off: 17 days paid time off, sick days, and 11 company holidays