Resolutions Specialist

📋 Description

• • Valon is revolutionizing the mortgage industry by leveraging a cutting-edge, technology-first approach to both mortgage servicing and consumer direct lending. As a rapidly growing company backed by prominent investors and managing a substantial loan portfolio, we are committed to building modern, AI-native platforms that replace outdated legacy systems. This commitment translates into enhanced transparency, efficiency, and a superior customer experience for homeowners, lenders, and investors alike. Our core mission is to simplify, secure, and financially empower every homeowner's mortgage journey.
• • As a Resolutions Specialist within our Client Experience team, you will be at the forefront of delivering this mission. This client-facing role is integral to ensuring our homeowners receive unparalleled service and swift resolutions to their inquiries. You will be a key point of contact, managing inbound and outbound communications across multiple channels, including email, chat, and overflow phone calls from our Client Engagement Team. Your ability to navigate complex homeowner issues, conduct thorough research, and collaborate effectively with internal teams will be crucial to meeting our critical contact center metrics and upholding Valon's commitment to exceptional client service.
• • The ideal candidate thrives in a dynamic, fast-paced environment and possesses exceptional de-escalation skills. You will be expected to seamlessly transition between various communication channels and adapt to evolving business needs, demonstrating flexibility and a proactive approach to problem-solving. This role demands a deep understanding of homeowner inquiries related to accounts, payments, loan transfers, insurance, and taxes (escrow), requiring you to become an expert in the intricacies of mortgage servicing.
• • Your primary responsibilities will include:
• • Addressing homeowner inquiries originating from the contact center by conducting in-depth research and coordinating with back-office teams to achieve timely resolutions, ensuring we meet our stringent Service Level Agreements (SLAs) for Client Experience.
• • Responding to homeowner inquiries via chat, performing necessary research, and collaborating with internal departments to ensure prompt and accurate resolutions aligned with our SLAs.
• • Managing and responding to direct homeowner email inquiries with a high degree of urgency, professionalism, and quality, ensuring every interaction reflects Valon's commitment to excellence.
• • Handling inbound and outbound phone calls in accordance with established department guidelines and Standard Operating Procedures (SOPs), maintaining a high level of service even during peak periods.
• • Providing clear and concise guidance to homeowners navigating questions and issues concerning their accounts, payment processing, loan transfers, escrow (insurance and taxes), and other transactional matters.
• • Conducting deep-dive research to investigate and resolve all levels of homeowner inquiries and issues, including complex scenarios such as escrow analysis breakdowns, shortage reviews, and misapplied payments.
• • Ensuring a high level of customer satisfaction by delivering courteous, professional, and efficient email responses that address homeowner concerns effectively.
• • Regularly communicating with various internal departments to gather information and facilitate swift resolutions for homeowner-related inquiries, acting as a crucial liaison.
• • Understanding and strictly adhering to all company policies, with a particular emphasis on those pertaining to Client Experience and data security.
• • Performing other duties as assigned, demonstrating a willingness to contribute to the team's overall success and adapt to evolving business requirements.
• • At Valon, we believe in empowering our homeowners and fostering a culture of continuous improvement. As a Resolutions Specialist, you will play a vital role in this ecosystem, contributing directly to the positive experiences of our customers. You will be part of a team that values collaboration, innovation, and a shared passion for making the mortgage process simpler and more accessible. This is an opportunity to grow your career in a fast-scaling company that is not just reshaping the mortgage industry but is building the future of regulated finance. Join us and help drive the future of homeowner empowerment.