Customer Experience Specialist

About the company

Valon’s mission is to champion homeowners on their financial journey as the partner they can trust with their home and future. We bring simplicity, dependability, and humanity to homeownership. We are a growing team of engineers, operators, product enthusiasts, and experienced servicing professionals who 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.

Customer Experience at Valon

The Customer Experience team is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners. Whether they take ownership of collections, manage default processes, 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.

About the Role

As a part of our mortgage servicing team, we are looking for a Customer Experience Agent who can take ownership of all things related to customer experience. You will be responsible for handling inbound and outbound homeowner communications efficiently, professionally, and in a friendly manner. You will be expected to multitask between customer experience and collections duties as the business needs evolve. Ultimately, the role will allow you to exemplify our mission by championing homeowners on the frontlines of customer service. Hourly rate starting at $18.

Responsibilities

• Collect payments on delinquent loans
• Locate homeowner using credit bureau information, background checks, loan documents, and other paperwork or databases
• Resolve all levels of homeowner inquiries and issues with a goal of first contact resolution
• Listen to the homeowners story and determine if the past due can be collected
• Set up repayment plans and new terms of sale
• Update records once the loan is current
• Research homeowner questions using our internal servicing system
• Make decisions to resolve homeowner issues
• Accurately track and document all homeowner communications in a detailed and thorough manner
• Promote products and services with a strong focus on homeowner satisfaction
• Demonstrate a strong understanding of mortgage servicing, including escrow, payment application, and more
• Multitask in a fast-paced and highly demanding environment
• Regular and punctual attendance required
• Must have the flexibility between 6am-6pm M-F for an 8 hour shift

Ideal Background

• Spanish speaking preferred, but not required ($1 per hour increase if language assessment is completed at time of hire)
• College degree
• 1-2 years of call center or customer service experience
• Mortgage servicing background preferred, but not required

Minimum Qualifications

• Excellent communication skills
• Strong attention to detail and accuracy
• Collaboration

Benefits

• Medical, dental, and vision insurance plans
• HSA and FSA plan available
• 17 vacation days, 5 sick days, and 11 paid company holidays
• 401(k) program with employer match
• Commuter benefits
• PC laptop

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

COVID-19 considerations:

Ability to commute/relocate:

• Phoenix, AZ 85044: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer Support & Client Services Occupations: 2 years (Required)

Work Location: One location