Valon Mortgage - Client Support Analyst
Requirements
• 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. • Attention to detail. • Ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!). • Remote (must be willing to travel).
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 with preparing relevant diligence materials and requests in advance. • IDEAL BACKGROUND • 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.
Benefits
• $32.69 – $44.23 per hour • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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