Client Support Analyst

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, we’ve built our platforms from the ground up to provide homeowners, lenders, and investors with greater transparency and efficiency.

Responsibilities

• Serve as clients’ primary point of contact for requests, process updates, and troubleshooting
• Monitor the Client Support inbox and coordinate across business units to address needs according to SLAs
• Respond to written and verbal client inquiries
• Document resolution paths to ensure efficiency for future requests
• Update materials for monthly business review (MBR) meetings
• Coordinate and manage end-to-end client onboarding processes
• Develop scalable processes and templates for team growth
• Manage processes related to FNMA Loan Quality Connect
• Coordinate in-person on-sites and prepare diligence materials

Requirements

• 3+ years of experience at a mortgage servicer or financial/enterprise technology company
• Experience managing high-touch relationships with internal and external stakeholders
• Proficiency with Microsoft Excel and PowerPoint
• Experience with Jira or other project management tools
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and troubleshoot ambiguous problems

Preferred Qualifications

• Previous experience in the mortgage servicing space
• Experience with Google Suite, Looker, SQL, and FNMA Loan Quality Connect
• Bachelor’s degree
• Thorough understanding of mortgage servicing concepts, subservicing contracts, and investor guidelines