Executive Office Senior Specialist

About the Company

Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time.

Legal, Risk, Compliance at Valon 

The Legal, Risk, and Compliance (LRC) team at Valon is responsible for interpreting and advising our company on the various legal, regulatory, and contractual frameworks that impact our work. The LRC team also implements our enterprise risk management program, including through the oversight of third-party relationships. In addition, our team members also partner closely with our product and technology teams to ensure that all business initiatives are developed and implemented in a compliant manner.  As a member of the LRC team, you will work closely with internal clients across the company to represent and protect Valon’s legal interests and manage risk in every aspect of our business.

About the Role

We are seeking an Executive Office Senior Specialist to support our servicing operations by researching, responding to, and resolving customer complaints received by phone, email, and social media. This person will be responsible for advocating for our homeowners, helping us to understand their feedback, and suggesting how we may be able to respond to said feedback.

Responsibilities

• Research homeowner complaints and execute or recommend solutions.


• Effectively resolve homeowner issues.


• Comply with all applicable legal and regulatory requirements, including state and/or regional requirements.


• Liaison between the homeowner and applicable lines of the business.


• Monitor complaint notices on various portals.


• Complete additional responsibilities as assigned

Ideal Background

• 1-2 years of complaints-processing experience.


• Previous experience handling complaints by regulatory agencies.


• Previous experience with Zendesk, NICE, and Google Suite.


• Exceptional organizational and time management abilities.

Minimum Qualifications

• High school diploma or equivalent.


• Exceptional oral and written communication skills.


• Ability to work with minimal supervision in a fast-paced environment.


• Attention to detail.

Benefits

• Compensation: Competitive salary and a 401(k) plan—with a 4% annual match!


• Hours: No weekends or late nights required!


• Generous amount of paid time off: 17 days of paid time off, 5 additional paid sick days, and 11 paid company holidays!


• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits, and an EAP for additional support!


• Food & meals: In-office snacks and drinks (and Bagel Fridays)!


• Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.


• Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!