Client Engagement Senior Specialist

Client Experience at Valon

The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real time, the team acts as a bridge between Valon and our homeowners. Equipped with extensive knowledge of the mortgage industry, each member prides themselves on embodying Valon’s mission of championing homeownership.

About the Role

We’re seeking a Customer Service Senior Specialist with previous experience in the mortgage servicing space to navigate inbound and outbound homeowner communications in a professional, efficient, and friendly manner. The ideal candidate is able to shift seamlessly between the responsibilities of the Customer Service and Collections teams.

Responsibilities

• Research and resolve homeowner issues using our top-of-the-line internal mortgage servicing system.
• Document all homeowner communications.
• Promote Valon-specific products and services—with a strong focus on satisfaction.
• Identify and locate delinquent accounts using credit bureau information, loan documents, background checks, and other sources and databases.
• Determine if we're able to collect past-due payments.
• Collect payments on or set up repayment plans for delinquent accounts—and update records once the loan is current

Ideal Background

• Previous mortgage servicing experience.

Minimum Qualifications

• 1-2 years of customer service experience.
• 1-2 years of mortgage servicing experience.
• High school diploma or equivalent.
• Familiarity with industry-specific processes, terminology, systems, and tools.
• Strong written and oral communication skills.
• Proven track record of effectively resolving homeowner issues.
• Ability to collaborate with other business areas and team members.

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)!

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