Resolutions Specialist

Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, we've built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, we're leading the way in automation, compliance, and continuous improvement across our servicing and lending businesses.

Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. To achieve this, we bring together world-class engineers, servicing experts, lending professionals, and operations leaders who share a passion for improving the homeowner journey. We're not only reshaping what servicing and lending look like today—we're creating opportunities for talented people to help drive the future of the industry.

As we continue to grow, Valon is expanding its footprint across multiple states, opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning—we're building the future of regulated finance, and we want you to be part of it.

The Client Experience team is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners. Whether they take ownership of collections, provide guidance to questions, 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.

We are looking for a Resolutions Specialist, who will reside within our Client Experience umbrella as this is a client-facing role. This person will be responsible for handling inbound and outbound emails with our homeowners as well as overflow inbound phone calls from our Client Engagement Team. This position plays a key role in ensuring that our homeowners receive the highest quality client service with their requests for research within our team, and critical contact center metrics are met. The ideal candidate thrives in a fast-paced environment, has great de-escalation skills, and is able to weave in and out of various parts of what is required within our business needs for Client Experience. You may be expected to flex between communication channels as the needs of the business change.

• Answer homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.

• Respond via chat to homeowner inquiries received from the contact center by conducting research and coordinating with back office teams for a resolution within a specific time frame to meet our Service Level Agreements for Client Experience.

• Manage and respond to direct homeowner email inquiries with a sense of urgency and high caliber of quality.

• Handle inbound/outbound phone calls per department guidelines and standard operating procedures in a fast-paced environment.

• Guide homeowners through questions and issues with their