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

We are looking for a client support and collections team member who wants to build an industry-leading contact center. As a Collections Team Member, you will be responsible for contact center operations, including, but not limited to, debt collections, solving customer issues in real-time, which is a fast-paced role with some sales aspects pertaining to collections. The right candidate is a driven and motivational agent who can adapt to a fast-paced environment and wants to build the future of the homeowner experience.

Responsibilities

Oversee and provide assistance and support to homeowners in financial difficulty by identifying mutually agreeable payment arrangements, maintaining excellent customer service and relationship building
Review and submit accounts for loan workout arrangements such as extensions, modifications, forbearances, and re-payment plans
Proactively identify gaps in processes and procedures and make recommendations for improvements
Work in accordance with consumer privacy laws and company procedures.
Mentor other collectors on a day to day basis and lead department projects and initiatives as required
Contact debtors via telephone and email regarding status of the account, late fees and credit reporting.
Perform skip tracking to locate debtors with incorrect contact information.
Document and maintain all incoming and outgoing collection efforts within our company platforms.
Address inquiries and issues of debtors in a timely and professional manner.
Navigate through different platforms- must have the ability to multitask
Triage and respond to customer escalations and complaints.
Drive process efficiencies and improvements across all customer support and collections activities.
Help test and manage various contact center tools and platforms
Work cross-functionally with peers across various stages of the customer lifecycle, wearing “multiple hats”

Minimal Qualifications

3+ years of experience in a collections role within the financial services industry
Strong understanding of loan calculations including APR, amortization schedules, and simple interest calculations
Strong knowledge of the financial service industry regulations including FDCPA, FCRA, and TCPA
Proficient with Google Office and other web-based applications
Familiarity with Zendesk, Salesforce, or other common CRM tools
Experience directly with workforce tools or partnering with workforce management teams
Excellent time management skills and the ability to work independently or in a team environment
Ability to professionally handle sensitive documentation
Previous skip tracing experience.
Professional communication and listening skills with the ability to ask questions in determining member needs and overcome objections
Proficient knowledge with a core banking system

Benefits

Compensation: competitive salary and partake in our performance bonus program and 401k plan
Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, One medical membership, and Talkspace to provide mental health support
Food & meals: in-office snacks and drinks, Bagel Fridays and regular Food Trucks on premise
Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes or team dinners!
Generous time off: 17 days paid time off, sick days, and 11 company holidays

Throughout the interview process, please remember that emails will only be from valon.com emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach.

Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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