Mortgage Assistance SPOC

Valon Mortgage • Phoenix, AZ

5d

About The Position

At Valon, we’re transforming the mortgage experience — especially when homeowners need support most. As a Mortgage Assistance SPOC (Single Point of Contact), you’ll serve as a trusted guide for borrowers navigating delinquency and helping them understand their options and secure sustainable solutions. You’ll manage a dynamic pipeline of complex cases, evaluate eligibility for mortgage assistance programs, negotiate workout agreements, collaborate with attorneys and investors, and ensure full compliance with federal, state, and GSE guidelines — all while delivering exceptional service within SLAs. This role is ideal for a detail-oriented, solutions-driven professional who thrives in a fast-paced environment, can confidently handle escalated accounts, and is passionate about combining operational excellence with genuine homeowner advocacy. If you’re ready to make a meaningful impact while shaping the future of mortgage servicing, we’d love to meet you.

Requirements

• 1+ years of experience in collections and/or loss mitigation within mortgage servicing
• Minimum education requirement: High school diploma or GED equivalent required
• Previous experience in mortgage servicing, portfolio management, national real estate management, and/or default servicing
• Previous experience in GSE servicing, including, but not limited to, loan modifications and forbearances
• Exceptional oral and written communication skills
• Strong problem-solving abilities
• Strong multitasking abilities & attention to detail

Nice To Haves

• Previous experience in handling escalated delinquent accounts.
• Previous experience in foreclosure and/or bankruptcy.
• Exceptional organizational skills.
• Ability to work with minimal supervision in a fast-paced environment.

Responsibilities

• Complete assigned queues in a timely manner.
• Communicate with clients regarding delinquent borrowers and default milestones, including, but not limited to, bankruptcy, foreclosure, loss mitigation, collections, customer service, and/or general default servicing and portfolio inquiries.
• Respond in a timely manner to client/investor, homeowner, and/or internal inquiries in compliance with SLAs and RESPA, state, and federal guidelines.
• Respond to foreclosure attorneys regarding bidding instructions, account status updates, payoff and reinstatement quotes, and/or general account inquiries.
• Evaluate homeowners' eligibility for mortgage assistance plans.
• Negotiate workout agreements and draft trial, repayment, and/or forbearance plans and/or loss mitigation agreements as needed.
• Monitor pre-foreclosure and foreclosure populations, mortgage assistance production reports, and other default-related reports as assigned.
• Other duties as assigned.

Benefits

• Compensation: Competitive salary and a 401(k) plan—with a 4% annual match!
• Hours: No weekends or late nights required!
• Generous amount of paid time off: 17 days of paid time off, 5 additional paid sick days, and 11 paid company holidays!
• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits, and an EAP for additional support!
• Food & meals: In-office snacks and drinks (and Bagel Fridays)!
• Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.
• Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED