Customer Experience Agent

3 weeks ago

Tempe, United States Valon Mortgage, Inc. Full time

**Customer Experience Agent**

Tempe, AZ / Servicing Customer Experience / Full-time About the company

Valons 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 ones 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 Valons mission of championing homeownership.

About the Role

As a part of our mortgage servicing team, we are looking for a Customer Support Agent who can take ownership of all things related to customer experience. You will be responsible for handling inbound and outbound customer 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 customers using credit bureau information, background checks, loan documents, and other paperwork or databases

+ Resolve all levels of customer inquiries and issues with a goal of first contact resolution

+ Listen to the customer'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 customer questions using our internal servicing system

+ Make decisions to resolve customer issues

+ Accurately track and document all customer communications in a detailed and thorough manner

+ Promote products and services with a strong focus on customer 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 nights and weekends with a flexible schedule, as required

+ 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

+ 15 vacation days, 5 sick days, and 11 paid company holidays

+ Commuter benefits

+ PC laptop

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