Client Support Analyst

Summary

Join Valon's growing team as a Client Support Analyst and become the primary point of contact for client requests, process updates, and troubleshooting. You will monitor the Client Support inbox, coordinate across business units, and respond to client inquiries, ensuring timely and accurate communication. Your responsibilities include documenting resolution paths, updating materials for monthly meetings, managing client onboarding, developing scalable processes, and managing FNMA Loan Quality Connect processes. You will also coordinate in-person client visits and prepare related materials. This role requires strong communication, organizational, and problem-solving skills, along with experience in a client-facing environment, preferably in mortgage servicing. Valon offers competitive compensation, comprehensive benefits, paid time off, and opportunities for professional development.

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
• 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 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

Preferred Qualifications

Previous experience working with Microsoft Excel and PowerPoint (bonus points if you have experience with creating and refreshing slide decks linked to SQL tables!)

Benefits

• Competitive annual salary and a 401(k) plan—with a 4% annual match!
• We’ll invest in your physical and mental well-being with 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!
• 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
• Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!