Full-Time

Client Support Analyst

Posted on 11/6/2024

Valon

Valon

201-500 employees

Customer-centric mortgage servicing platform

Fintech
Financial Services

Compensation Overview

$59.5k - $80.5kAnnually

Mid, Senior

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. The platform provides homeowners with a user-friendly, mobile-compatible interface that allows them to manage their mortgages efficiently and transparently. Users can access real-time information about their mortgage options without any obligation, making the process straightforward and convenient. Valon distinguishes itself from competitors through its commitment to responsive customer service, ensuring quick and high-quality support for its clients. The company generates revenue by managing the daily operations of mortgage loans, including payment collection and escrow management. Valon's goal is to empower homeowners by transforming the traditional mortgage industry into a more accessible and efficient system.

Company Stage

Series C

Total Funding

$339.3M

Headquarters

New York City, New York

Founded

2019

Growth & Insights
Headcount

6 month growth

12%

1 year growth

16%

2 year growth

27%
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 trends increase demand for flexible mortgage solutions.

What critics are saying

  • Competition from Better.com and Blend Labs threatens Valon's market share.
  • Higher operational costs from Midtown South move may impact profitability.
  • Work From Abroad policy could challenge company culture and productivity.

What makes Valon unique

  • Valon offers a tech-enabled platform for real-time mortgage management.
  • The company provides a mobile-friendly interface for seamless mortgage servicing.
  • Valon emphasizes responsive customer service and financial transparency.

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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

INACTIVE