Client Support Analyst

Summary

Join our team as a Client Support Analyst to provide timely and accurate responses to client communications, manage onboarding processes, and develop scalable processes in a fast-growing startup environment.

Requirements

• 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
• Minimum Qualifications: 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!)

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 in preparing relevant diligence materials and requests ahead of time

Benefits

• Competitive annual salary of $59,500-$80,500
• 401(k) plan—with a 4% annual match!
• Comprehensive, low-cost medical, dental, & vision benefits
• And an EAP for additional support!
• Flexible paid time off
• Flexible sick days
• And 11 paid company holidays!
• 12 weeks of FULLY PAID time off to focus on their new addition(s) for birthing and non-birthing parents