Loan Servicing Operational Business 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.

Loan Administration at Valon

The Loan Administration team at Valon plays a critical role in powering our core servicing operations. From the moment a loan boards to the day-to-day management of escrow, payment processing, and account maintenance, this team ensures a seamless experience for both homeowners and internal stakeholders. Behind the scenes, Loan Administration is the engine that keeps our operation running efficiently—balancing precision, compliance, and service excellence to support Valon's mission of delivering a world-class homeownership experience.

About the Role

The Loan Servicing Operational Business Analyst plays a key role in driving operational efficiency and supporting the overall effectiveness of the loan servicing function. This individual is responsible for analyzing operational performance, identifying process gaps through trends and escalations, managing internal and external audit requests, and providing data-driven recommendations to improve service delivery and compliance. The ideal candidate brings a strong understanding of mortgage servicing, sharp analytical skills, and a proactive approach to problem-solving.

Responsibilities:

• Serve as the primary point of contact for internal and external audit and quality control requests.
• Coordinate document collection, data validation, and response drafting to ensure timely and accurate audit submissions.
• Monitor and analyze escalated servicing issues, borrower complaints, and systemic incidents.
• Identify trends, root causes, and process gaps contributing to recurring issues.
• Collaborate with department leaders to develop action plans and preventive controls to reduce future occurrences.
• Work closely with operations, compliance, technology, and customer experience teams to drive cross-departmental alignment on process improvements.
• Participate in project planning and system enhancements impacting servicing operations.
• Prepare executive summaries and performance reports with actionable insights for leadership review.
• Evaluate existing workflows and servicing processes to identify inefficiencies and recommend improvements.
• Partner with cross-functional teams to implement process enhancements that improve quality, reduce risk, and drive productivity.
• Develop dashboards and reporting tools to monitor key performance indicators and service level adherence.
• Write and update servicing SOPs—with general supervision.
• Establish priorities among multiple projects with help from the Director of Loan Administration.
• Other duties as assigned by management

Location

• Phoenix Office-Hybrid option available 

Ideal Background

• 3+ years of experience in mortgage loan servicing, with a focus on operations, quality control, or audit support.
• Strong understanding of servicing systems and regulatory requirements (e.g., RESPA, CFPB).
• Advanced proficiency in Excel and experience with data analysis tools (e.g., SQL, Tableau, Power BI), preferably.
• Excellent analytical, organizational, and problem-solving skills.
• Strong written and verbal communication with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Prefer project management skills.
• Working knowledge of mortgage servicing documentation and terminology.
• Proficiency in using and learning Google-based software and third-party platforms.

Minimum Qualifications

• Has led or played a central role in preparing for regulatory or investor audits, working directly with senior leadership and external auditors
• Experienced in investigating complex servicing exceptions and translating findings into actionable process redesigns.
• Has successfully launched or supported initiatives to streamline workflows, reduce operational friction, or improve borrower communication strategies.
• Brings a history of synthesizing data into executive-level reporting that influences department strategy and prioritization.
• Familiar with cross-training initiatives or process documentation efforts that support scalability and risk mitigation.
• Comfortable operating in startup or growth-stage environments where adaptability, initiative, and proactive collaboration are essential.
• Bachelors degree preferred

What We Can Offer

• Compensation: Competitive salary and a 401(k) plan—with 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: We’ll 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)!