Full-Time

Client Support Analyst

Confirmed live in the last 24 hours

Valon

Valon

201-500 employees

Customer-centric mortgage servicing platform

Fintech
Financial Services

Compensation Overview

$59.5k - $80.5kAnnually

Mid

Remote in USA

Must be willing to travel as needed.

Category
Customer Support
Customer Success & Support
Required Skills
SQL
JIRA
Looker
Excel/Numbers/Sheets
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!).
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.

Valon operates as a mortgage servicing platform focused on improving the home ownership experience for its users. It provides homeowners with a user-friendly, mobile-compatible interface that allows them to manage their mortgages efficiently and transparently. The platform offers real-time information about mortgage options, enabling users to explore their choices without any commitment. Valon distinguishes itself from competitors through its emphasis on responsive customer service, ensuring quick and high-quality support for its clients. The company's goal is to transform the traditional mortgage industry by making it more accessible and efficient, ultimately empowering homeowners with better tools and information.

Company Stage

Series C

Total Funding

$339.3M

Headquarters

New York City, New York

Founded

2019

Growth & Insights
Headcount

6 month growth

17%

1 year growth

19%

2 year growth

33%
Simplify Jobs

Simplify's Take

What believers are saying

  • Valon raised $100M in Series C funding for platform development.
  • Increased demand for digital mortgage solutions boosts Valon's market potential.
  • Remote work policies attract top talent to Valon.

What critics are saying

  • Increased competition may erode Valon's market share.
  • New regulatory requirements could increase operational costs for Valon.
  • Rising interest rates may reduce Valon's revenue from new loans.

What makes Valon unique

  • Valon offers a mobile-friendly interface for seamless mortgage management.
  • The company provides real-time, accurate mortgage information to homeowners.
  • Valon's customer service is highly responsive, enhancing user experience.

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Benefits

Medical, dental, & vision insurance plans

flexible sick days

Equity

Company holidays

Generous vacation policy

Laptop, custom accessories, & ergonomic equipment

Paid parental leave