Resolutions Senior Specialist

Client Experience at Valon

The Client Experience department 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 the 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 are seeking a Resolutions Senior Specialist to handle inbound and outbound emails to and from our homeowners as well as call overflow from our Client Engagement team, along with handling chats. This person will meet all critical contact center metrics while ensuring our homeowners receive the highest quality of service. The ideal candidate thrives in fast-paced environments, possesses excellent de-escalation skills, and shifts seamlessly between different areas of and modes of communication within the Client Experience department.

Responsibilities

• Respond to homeowner inquiries via email and chat in a timely and professional manner.
• Handle inbound and/or outbound calls in accordance with department guidelines.
• Conduct detailed, in-depth research and coordinate with other back-office teams to respond to complex homeowner inquiries while meeting our Client Experience Service Level Agreements.
• Adhere to all company and departmental policies at all times.

Ideal Background

• 1-2 years of customer service experience.
• Previous mortgage servicing experience preferred.
• Previous experience with Google Suite.
• Previous experience with CRM systems.
• Ability to multitask across platforms.

Minimum Qualifications

• Strong written and verbal communication skills.
• Strong typing and computer navigation skills.
• Attention to detail.
• Ability to collaborate with other business areas.
• Ability to de-escalate customer issues.

What we can offer:

• Compensation: Competitive salary and 401k plan.
• Health & well-being: We invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, an EAP for additional support.
• Food & meals: In-office snacks and drinks (and Bagel Fridays)!
• Grow together: Company-wide orientation for you to successfully onboard, alongside other learning and development opportunities, including regular review cycles that feature 360 degree feedback.
• Generous time off: 17 days paid time off, sick days, and 11 company holidays.