Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 22, 2026
Full Job Description
đź“‹ Description
- • As a Mortgage Assistance SPOC (Single Point of Contact) at Valon, you will be at the forefront of our mission to transform the mortgage experience, particularly for homeowners facing financial challenges. You will serve as a critical liaison, a trusted guide, and a proactive problem-solver for borrowers navigating the complexities of delinquency. Your primary objective will be to help these homeowners understand their options, secure sustainable solutions, and ultimately preserve their dream of homeownership.
- • This role demands a unique blend of empathy, operational rigor, and a deep understanding of mortgage default servicing. You will manage a dynamic and often challenging pipeline of borrower accounts, meticulously evaluating their eligibility for various mortgage assistance programs. This involves a thorough assessment of financial situations, documentation review, and adherence to strict regulatory frameworks.
- • A significant part of your responsibility will be to negotiate workout agreements tailored to individual borrower circumstances. This includes drafting and implementing trial payment plans, repayment plans, forbearance agreements, and other loss mitigation solutions. Your ability to find common ground and craft mutually beneficial arrangements will be paramount in preventing foreclosures and minimizing losses for investors.
- • Collaboration is key in this role. You will work closely with internal teams, including customer service, collections, and legal departments, as well as external partners such as foreclosure attorneys and investors. Clear, concise, and timely communication will be essential to ensure all parties are informed and aligned on case strategies and resolutions.
- • You will be responsible for ensuring full compliance with all federal, state, and GSE (Government-Sponsored Enterprise) guidelines. This requires a keen eye for detail and a commitment to upholding the highest standards of regulatory adherence in every interaction and decision.
- • Delivering exceptional service within Service Level Agreements (SLAs) is non-negotiable. You will be expected to manage your workload efficiently, prioritize tasks effectively, and respond to all inquiries from clients, investors, homeowners, and internal stakeholders promptly and professionally.
- • Your day-to-day activities will involve responding to foreclosure attorneys regarding bidding instructions, account status updates, payoff and reinstatement quotes, and general account inquiries. You will also be tasked with monitoring pre-foreclosure and foreclosure populations, analyzing mortgage assistance production reports, and other critical default-related reports to identify trends and opportunities for intervention.
- • This role is ideally suited for a detail-oriented, solutions-driven professional who thrives in a fast-paced, high-volume environment. You must be comfortable handling escalated accounts with confidence and possess a genuine passion for combining operational excellence with dedicated homeowner advocacy. Your ability to remain calm under pressure and maintain a positive, supportive demeanor will be crucial.
- • At Valon, we believe in empowering our employees. You will have the opportunity to leverage cutting-edge technology and data-driven insights to inform your decision-making and enhance your effectiveness. We encourage continuous learning and provide ample opportunities for professional growth and development within the company.
- • By joining Valon, you are not just taking on a job; you are becoming part of a team that is actively reshaping the future of mortgage servicing. You will contribute to a culture that values transparency, efficiency, and genuine care for homeowners. Your work will have a direct and meaningful impact on the lives of individuals and families, helping them navigate difficult times and secure their financial futures.
- • We are looking for individuals who are proactive, possess strong analytical skills, and can work independently with minimal supervision. The ability to multitask effectively, manage competing priorities, and maintain a high level of accuracy is essential for success in this role. If you are ready to make a significant contribution to a growing company and are passionate about making a difference in the mortgage industry, we encourage you to apply.
- • Your responsibilities will extend to managing assigned queues in a timely manner, ensuring all tasks are completed within established deadlines. You will also be responsible for communicating with clients regarding delinquent borrowers and key default milestones, including but not limited to bankruptcy, foreclosure, loss mitigation, collections, customer service, and general default servicing inquiries.
- • The role requires a proactive approach to identifying potential issues and implementing preventative measures. You will be expected to stay abreast of changes in regulations and industry best practices to ensure Valon remains at the forefront of compliant and effective default servicing.
- • Ultimately, as a Mortgage Assistance SPOC, you are a vital component of Valon's commitment to providing exceptional support and innovative solutions to homeowners in need. Your dedication to service, combined with your expertise in mortgage default servicing, will be instrumental in achieving our shared goals.
🎯 Requirements
- • Minimum 1 year of experience in collections and/or loss mitigation within mortgage servicing.
- • Previous experience handling escalated delinquent accounts, foreclosure, and/or bankruptcy is highly desirable.
- • High school diploma or GED equivalent required.
- • Exceptional oral and written communication skills, strong problem-solving abilities, and excellent multitasking capabilities with a keen attention to detail.
🏖️ Benefits
- • Competitive salary and a 401(k) plan with a 4% annual match.
- • No weekends or late nights required; generous paid time off (17 days PTO, 5 sick days, 11 holidays).
- • Comprehensive, low-cost medical, dental, and vision benefits, plus an EAP for mental well-being support.
- • 12 weeks of fully paid baby bonding time for birthing and non-birthing parents.
Skills & Technologies
Go
Remote
About Valon Technologies, Inc.
Valon Technologies, Inc. provides cloud-based mortgage servicing software to lenders and loan servicers. Its platform automates payment processing, escrow management, customer communications, and compliance reporting, aiming to replace legacy servicing systems with modern APIs and real-time data access. The company serves banks, credit unions, and non-bank mortgage companies across the United States.
