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Customer Experience Specialist

2 months ago

Phoenix, United States Valon Full time

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. Client Experience at Valon The Client Experience Department 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 Specialist 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. Responsibilities Collect payments on delinquent loans Create a list of accounts that have not made payments 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 homeowner's 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 Work morning and evening shifts with a flexible schedule, as required Monday -Friday (this position is in-office full time) Ideal Background Spanish speaking preferred, but not required 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 #J-18808-Ljbffr