Sr. Special Products 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.

Special Products at Valon  

Valon’s Special Loans Team is responsible for managing core business processes for SCRA protected loans, recasts, assumptions, successor in interest, and partial release requests. We are a team of creative individuals who approach servicing challenges with an innovative mindset. Our goal is to help homeowners resolve special servicing needs while providing a first-class experience with Valon, all from behind the scenes.

About the Role 

As a key player behind the scenes, the Special Loans & Products Specialist is responsible for executing and managing a wide range of complex mortgage servicing requests tied to non-standard and specialty loan scenarios. This includes processing mortgage amendments, loan recasts, SCRA benefits, ARM adjustments, interest curtailment requests, successor in interest (SII) reviews, and partial lien releases. The ideal candidate brings a strong background in mortgage loan servicing, and possesses expertise in navigating complex loan transactions while ensuring all tasks are completed in full compliance with investor guidelines, regulatory requirements, and internal policies, while supporting borrower satisfaction and operational excellence.

Responsibilites 

• Process Servicemembers Civil Relief Act (SCRA) requests by validating eligibility, applying rate reductions, and maintaining compliance with applicable federal and state regulations.
• Handle and coordinate loan recast processes, which may involve adjusting the terms of the loan, such as the monthly payment amount or the interest rate.
• Review and validate successor in interest requests, confirm legal documentation, and ensure the proper acknowledgment and setup of SII records in accordance with CFPB guidelines.
• Facilitate and process loan assumptions, where a new borrower takes over an existing loan with the approval of the lender.
• Manage ARM rate change cycles, ensuring timely notifications, accurate recalculations, and proper system updates.
• Review and update loans when ownership changes occur, such as transfers into trusts or LLCs.
• Evaluate and process partial release requests in accordance with investor and legal requirements, ensuring timely execution and proper documentation.
• Support post-boarding corrections and validations for specialty loans, ensuring all data elements are accurate within the servicing system.
• Work closely with other teams within Valon, such as customer service, legal, and loan origination, to ensure smooth and efficient handling of special servicing needs.
• Stay updated on industry regulations and guidelines, especially those related to special loan servicing, to ensure compliance in all processes.
• Serve as a subject matter expert on specialty loan scenarios, providing resolution support for complex customer or investor inquiries.
• Maintain clean, audit-ready documentation and ensure adherence to servicing, investor, and regulatory standards for all transactions.
• Identify opportunities for process improvements within the Special Products Team and contribute to enhancing overall operational efficiency.
• Interact with homeowners via inbound & outbound telephone calls, and emails regarding loan status

Ideal Background

• 2-3 years of mortgage servicing experience, preferably in special products or complex loan operations.
• In-depth knowledge of servicing guidelines for ARMs, SCRA, partial releases, MERS, and SII.
• Demonstrated expertise in managing complex loan transactions, including recasts, assumptions, successor in interest, and partial release requests.
• Knowledge of loan documentation, terms, and conditions, with a track record of accurate and compliant processing.
• Exceptional attention to detail and organizational skills.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.

Minimum Qualifications

• Experience with GSE and government agency servicing guidelines (Fannie Mae, Freddie Mac, FHA, VA).
• Prior experience handling complex borrower communications or regulatory requests.
• Proven ability to approach servicing challenges with creativity and innovation, finding effective solutions for unique and complex loan scenarios.
• Strong problem-solving skills and the ability to adapt to changing circumstances while maintaining a focus on customer satisfaction.
• Excellent communication skills, both written and verbal, to effectively interact with internal teams and external stakeholders.
• Demonstrated ability to collaborate with cross-functional teams, including customer service, legal, and loan origination, to achieve common goals.

What We Can Offer: 

• Compensation: Competitive salary and 401(k) plan
• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: In-office snacks and drinks, and Bagel Fridays
• 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
• Generous time off: 17 days paid time off, sick days, and 11 company holidays 
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition