Customer Experience Specialist

The Client Experience Department is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners. Whether they take ownership of collections, manage default processes, or solve customer issues in real-time, the team acts as the bridge between Valon Mortgage and our customers. Equipped with extensive knowledge of the mortgage industry, each member prides themself on driving Valon’s mission of championing homeownership.

• Collect payments on delinquent loans
• Create a list of accounts that have not made payments
• Locate homeowner using credit bureau information, background checks, loan documents, and other paperwork or databases
• Resolve all levels of homeowner inquiries and issues with a goal of first contact resolution
• Listen to the homeowner's story and determine if the past due can be collected
• Set up repayment plans and new terms of sale
• Update records once the loan is current
• Research homeowner questions using our internal servicing system
• Make decisions to resolve homeowner issues
• Accurately track and document all homeowner communications in a detailed and thorough manner
• Promote products and services with a strong focus on homeowner satisfaction
• Demonstrate a strong understanding of mortgage servicing, including escrow, payment application, and more
• Multitask in a fast-paced and highly demanding environment
• Regular and punctual attendance required
• Work morning and evening shifts with a flexible schedule, as required Monday -Friday (this position is in-office full time)

• Spanish speaking preferred, but not required
• College degree
• 1-2 years of call center or customer service experience
• Mortgage servicing background preferred, but not required

• Excellent communication skills
• Strong attention to detail and accuracy
• Collaboration

• Compensation: competitive salary and partake in our performance bonus program and 401k plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, One medical membership, and Talkspace to provide mental health support
• Food & meals: in-office snacks and drinks, Bagel Fridays and regular Food Trucks on premise
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
• Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes or team dinners!
• Generous time off: 17 days paid time off, sick days, and 11 company holidays