Client Support Analyst

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.

Servicing Transfers Department at Valon

At Valon, every loan’s journey begins with a servicing transfer—and as a member of the Servicing Transfers team, you will own the onboarding and off-boarding of loans to and from Valon’s servicing platform. You’ll ensure Valon has access to the necessary data, documentation, and funds in order to service our loans and to keep all relevant stakeholders informed in a timely manner. You’ll also work closely with third-party service providers to support this mission-critical line of work.

Client Support Team at Valon

The Client Support team represents Valon in all types of client interactions, both minor and major. Whether attending recurring virtual meetings, corresponding over email, or occasionally coordinating in-person, on-site checkpoints, the team ensures client needs are consistently being met in a timely and accurate manner. As Valon continues to scale and onboard additional clients, this team will continue to play a critical role in ensuring our clients are satisfied with the services provided.

About the Role

We’re seeking a Client Support Analyst to respond to client communications in a timely and accurate manner. For existing clients, this will entail triaging—and responding to—ad hoc questions and requests, preparing materials for monthly business reviews, and coordinating with internal stakeholders to prepare for client on-sites as needed. For new clients, this will necessitate managing their respective onboarding processes alongside internal stakeholders and ensuring their respective timelines remain on track. This person will also assist in creating new department-wide processes, improving existing processes, and developing process and product insights over time. The ideal candidate is a growth-oriented, communicative, and collaborative individual who is excited to scale a new and critical team within a fast-growing startup environment.

Responsibilities

• Serve as clients’ primary point of contact for all things requests, process updates, and troubleshooting.
• Monitor Valon’s Client Support inbox and coordinate across business units to address client needs according to relevant SLAs.
• Respond to written and verbal client inquiries.
• Document paths toward resolution in order to ensure efficiency in resolving similar future requests.
• Update relevant materials for monthly MBR meetings with clients and internal subject matter experts.
• Coordinate and manage end-to-end client onboarding processes.
• Develop scalable processes and templates in anticipation of further team and client-base growth.
• Manage all processes related to FNMA Loan Quality Connect.
• Coordinate in-person on-sites and assist in preparing relevant diligence materials and requests ahead of time.

Ideal Qualifications

• Previous experience working in a client-facing environment—preferably in the mortgage servicing space.
• Previous experience working with Google Suite, Looker, SQL, and FNMA Loan Quality Connect.
• Bachelor’s degree.
• Thorough understanding of mortgage servicing concepts, including, but not limited to, subservicing contracts, investor guidelines, and the responsibilities associated with MSR ownership.

Minimum Qualifications

• 3+ years of experience at a mortgage servicer or financial or enterprise technology company.
• Previous experience managing high-touch relationships with both internal and external clients and stakeholders.
• Previous experience working with Microsoft Excel and PowerPoint (bonus points if you have experience with creating and refreshing slide decks linked to SQL tables!).
• Previous experience working with Jira or other project management tools.
• Excellent written and verbal communication skills.
• Excellent organizational skills.
• Attention to detail.
• Ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!).

Location

• Remote (must be willing to travel as needed).

What we can offer

• Compensation: Competitive annual salary of $59,500-$80,500 and a 401(k) plan—with a 4% annual match!
• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits, and an EAP for additional support!
• Paid time off: Flexible paid time off, flexible sick days, and 11 paid company holidays!
• 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)!