Client Support Analyst

Position Overview

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Valon's mission is to empower every homeowner by creating a world where home ownership comes with ease, security, and financial know-how. We are transforming the mortgage servicing industry by leveraging technology to improve the homeownership experience.

The Servicing Transfers Department at Valon manages the onboarding and off-boarding of loans, ensuring necessary data, documentation, and funds are accessible and stakeholders are informed. The Client Support Team represents Valon in all client interactions, ensuring client needs are met promptly and accurately.

About the Role

We are seeking a Client Support Analyst to manage client communications, address ad hoc requests, prepare for business reviews, and coordinate client onboarding. This role involves improving departmental processes and developing process and product insights. The ideal candidate is growth-oriented, communicative, and collaborative, eager to contribute to a fast-growing startup.

Responsibilities

• Serve as the primary point of contact for client requests, process updates, and troubleshooting.
• Monitor the Client Support inbox and coordinate across business units to address client needs according to SLAs.
• Respond to client inquiries via written and verbal communication.
• Document resolution paths to improve efficiency for future requests.
• Update 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 to support team and client growth.
• Manage all processes related to FNMA Loan Quality Connect.
• Coordinate in-person on-sites and prepare relevant diligence materials and requests.

Requirements

Ideal Qualifications:

• Previous experience in a client-facing role, preferably in mortgage servicing.
• Experience with Google Suite, Looker, SQL, and FNMA Loan Quality Connect.
• Bachelor’s degree.
• Thorough understanding of mortgage servicing concepts (subservicing contracts, investor guidelines, MSR ownership responsibilities).

Minimum Qualifications:

• 3+ years of experience at a mortgage servicer or financial/enterprise technology company.
• Previous experience managing high-touch client relationships.

Company Information

Valon is a growing team of engineers, operators, product enthusiasts, and experienced servicing professionals dedicated to transforming the homeownership experience through technology.