[Remote] Client Support Analyst
Note: The job is a remote job and is open to candidates in USA. Valon is transforming mortgage servicing and consumer direct lending with a technology-first approach. The Client Support Analyst will respond to client communications, manage onboarding processes, and ensure client satisfaction as the company scales and adds new clients.
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
Skills
- 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
- 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!)
Benefits
- Competitive salary and 401 (k) plan
- We’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
- In-office snacks and drinks, and Bagel Fridays
- We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
- 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, so you can focus your energy on your newest addition
Company Overview