Client Support Analyst

Valon Mortgage

4d • $68,000 - $92,000 • Remote

About The Position

Valon is transforming mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, Valon has built its platforms from the ground up to provide greater transparency, efficiency, and care for homeowners, lenders, and investors. By unifying processes into a modern, AI-native operating system, Valon leads in automation, compliance, and continuous improvement across its servicing and lending businesses. The company's mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. Valon brings together world-class engineers, servicing experts, lending professionals, and operations leaders who are passionate about improving the homeowner journey. As Valon continues to grow and expand its footprint, it offers exciting new roles and career paths within a fast-scaling company where innovation, collaboration, and customer impact are paramount. The Client Support team represents Valon in all client interactions, ensuring client needs are met in a timely and accurate manner through virtual meetings, email correspondence, and occasional in-person checkpoints. This team is critical in ensuring client satisfaction as Valon scales and onboard additional clients.

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.
• Excellent organizational skills.
• Attention to detail.
• Ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!).

Nice To Haves

• 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.

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.
• Other duties as assigned.

Benefits

• competitive salary and 401 (k) plan
• comprehensive medical, dental, & vision benefits
• in-office snacks and drinks, and Bagel Fridays
• pre-tax deductions for public transportation, rideshare services, and parking expenses
• Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback
• 17 days paid time off, sick days, and 11 company holidays
• 12 weeks off for both birthing and non-birthing parents - fully paid

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level