Client Support Analyst

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $68k - $92k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Valon

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💸 Finance

💳 Fintech

🏠 Real Estate

Finance • Fintech • Real Estate

Valon is a residential mortgage servicer, lender, and insurance agency focused on empowering homeowners. The company offers a wide range of services to manage mortgages, provide loans, and offer insurance solutions to homeowners. Valon aims to simplify the process of homeownership through ease, security, and financial expertise, utilizing modern technology to deliver personalized and streamlined services. With a mission to transform the traditional mortgage industry, Valon provides convenient and intuitive platforms for managing mortgages and accessing financial resources, striving for high-quality customer service and competitive rates.

📋 Description

• 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 with preparing relevant diligence materials and requests in advance. • Other duties as assigned.

🎯 Requirements

• 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. • 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!).

🏖️ Benefits

• 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