Client Support Analyst

View full description

Requirements:

• Previous experience working in a client-facing environment—preferably in the mortgage servicing space.
• 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.
• Thorough understanding of mortgage servicing concepts.
• Previous experience working with Google Suite, Looker, SQL, and FNMA Loan Quality Connect.
• Previous experience working with Microsoft Excel and PowerPoint.
• Previous experience working with Jira or other project management tools.
• Excellent written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to work independently and troubleshoot a wide array of ambiguous problems.

Responsibilities:

• Serve as clients’ primary point of contact for all requests, process updates, and troubleshooting.
• Monitor Valon’s Client Support inbox and coordinate across business units to address client needs according to relevant SLAs.
• Respond to written and verbal client inquiries.
• Document paths toward resolution to ensure efficiency in resolving similar future requests.
• Update relevant materials for monthly MBR meetings with clients and internal subject matter experts.
• Coordinate and manage end-to-end client onboarding processes.
• Develop scalable processes and templates in anticipation of further team and client-base growth.
• Manage all processes related to FNMA Loan Quality Connect.
• Coordinate in-person on-sites and assist in preparing relevant diligence materials and requests ahead of time.