Client Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients regarding requests, process updates, and troubleshooting.

• Oversee Valon’s Client Support inbox and collaborate with various business units to meet client needs in accordance with established SLAs.

• Address written and verbal inquiries from clients.

• Record paths to resolution to enhance efficiency in handling similar future inquiries.

• Revise relevant materials for monthly MBR meetings with clients and internal subject matter experts.

• Organize and oversee comprehensive client onboarding processes.

• Create scalable processes and templates in preparation for anticipated team and client growth.

• Handle all processes related to FNMA Loan Quality Connect.

• Facilitate in-person meetings and assist in preparing necessary diligence materials and requests beforehand.

• Perform other assigned duties.

⛳️ Requirements

• Prior experience in a client-facing role, preferably within the mortgage servicing industry.

• Experience with Google Suite, Looker, SQL, and FNMA Loan Quality Connect.

• Bachelor’s degree required.

• Comprehensive understanding of mortgage servicing concepts, including but not limited to subservicing contracts, investor guidelines, and the obligations linked to MSR ownership.

• At least 3 years of experience in a mortgage servicing or financial/enterprise technology company.

• Proven track record of managing high-touch relationships with both internal and external clients and stakeholders.

• Familiarity with Microsoft Excel and PowerPoint (bonus if you have experience creating and updating slide decks linked to SQL tables!).

• Experience using Jira or other project management tools.

• Exceptional written and verbal communication skills.

• Strong organizational abilities.

• Keen attention to detail.

• Capability to work independently and resolve a variety of ambiguous issues (client requests often do not follow a standard pattern!).

🏝️ Benefits

• Compensation: competitive salary and 401(k) plan.

• Health & well-being: we will invest in your physical and mental health with comprehensive medical, dental, and vision benefits.

• Food & meals: enjoy in-office snacks and drinks, plus Bagel Fridays.

• Commuter benefits: we provide pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.

• Grow together: company-wide orientation to ensure successful onboarding along with other learning and development opportunities, including regular review cycles featuring 360-degree feedback.

• Generous time off: 17 days of paid time off, sick days, and 11 company holidays.

• Baby bonding time: 12 weeks of fully paid leave for both birthing and non-birthing parents, allowing you to focus on your newest family member.