Job Overview
Location
Remote
Job Type
Full-time
Category
Product Management
Date Posted
July 4, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for clients, responding to ad hoc requests, process updates, and troubleshooting inquiries via email and verbal communication.
- • Monitor and manage the Client Support inbox, coordinating across internal business units to resolve client issues in alignment with established SLAs.
- • Document resolution pathways for recurring client requests to improve efficiency and reduce future response times.
- • Prepare and update materials for monthly client business review (MBR) meetings in collaboration with internal subject matter experts.
- • Manage end-to-end client onboarding processes, ensuring timelines are met and all required documentation is completed accurately.
- • Develop scalable processes, templates, and documentation to support team and client-base growth.
- • Administer and manage all workflows related to FNMA Loan Quality Connect, ensuring compliance and data accuracy.
- • Coordinate logistics and prepare diligence materials for in-person client on-site visits, including scheduling and pre-meeting preparation.
- • Maintain accurate records of client interactions and internal communications to ensure continuity and accountability.
- • Collaborate with engineering, operations, and compliance teams to escalate and resolve complex client issues.
- • Identify process inefficiencies and propose improvements to enhance client experience and operational effectiveness.
- • Assist in creating and maintaining knowledge base resources to empower the support team and reduce repetitive inquiries.
- • Ensure all client communications reflect Valon’s commitment to transparency, efficiency, and care in mortgage servicing.
- • Adapt quickly to evolving client needs in a fast-scaling startup environment where requests are often unique and ambiguous.
- • Support the expansion of Valon’s client base by ensuring seamless service delivery during onboarding and ongoing engagement phases.
- • Maintain strict adherence to regulatory and compliance standards in all client-facing activities, particularly regarding investor guidelines and subservicing contracts.
- • Utilize Microsoft Excel and PowerPoint to create, update, and refresh slide decks, including those linked to SQL data sources.
- • Leverage Jira or similar project management tools to track client-related tasks, deadlines, and cross-functional dependencies.
- • Contribute to department-wide initiatives aimed at improving client satisfaction, process automation, and service quality.
- • Participate in regular review cycles featuring 360-degree feedback to support personal and team growth.
🎯 Requirements
- • 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 if experienced with slide decks linked to SQL tables)
- • Previous experience working with Jira or other project management tools
- • Excellent written and verbal communication skills
- • Thorough understanding of mortgage servicing concepts, including subservicing contracts, investor guidelines, and MSR ownership responsibilities
🏖️ Benefits
- • Competitive salary and 401(k) plan
- • Comprehensive medical, dental, and vision benefits
- • 17 days paid time off, sick days, and 11 company holidays
- • 12 weeks fully paid baby bonding leave for both birthing and non-birthing parents
- • Company-wide orientation and ongoing learning & development opportunities
- • In-office snacks and drinks, including Bagel Fridays
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Valon VM Inc.
Valon VM is a cloud infrastructure provider specializing in bare metal servers and dedicated hosting solutions. They offer high-performance computing resources tailored for demanding workloads such as game servers, AI/ML applications, and large-scale data processing. Valon VM focuses on providing robust, scalable, and secure infrastructure with a commitment to excellent customer support and competitive pricing. Their services are designed for businesses and individuals who require direct control over their hardware and network, ensuring optimal performance and reliability for their critical applications and services.
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