Client Support Analyst

About the Company

Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, we’re leading the way in automation, compliance, and continuous improvement across our servicing and lending businesses.

Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. To achieve this, we bring together world-class engineers, servicing experts, lending professionals, and operations leaders who share a passion for improving the homeowner journey. We’re not only reshaping what servicing and lending look like today—we’re creating opportunities for talented people to help drive the future of the industry.

As we continue to grow, Valon is expanding its footprint across multiple states, opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning—we’re building the future of regulated finance, and we want you to be part of it.

Client Support Team at Valon

The Client Support team represents Valon in all types of client interactions, both minor and major. Whether attending recurring virtual meetings, corresponding over email, or occasionally coordinating in-person, on-site checkpoints, the team ensures client needs are consistently being met in a timely and accurate manner. As Valon continues to scale and onboard additional clients, this team will continue to play a critical role in ensuring our clients are satisfied with the services provided.

About the Role

We’re seeking a Client Support Analyst to respond to client communications in a timely and accurate manner. For existing clients, this will entail triaging—and responding to—ad hoc questions and requests, preparing materials for monthly business reviews, and coordinating with internal stakeholders to prepare for client on-sites as needed. For new clients, this will necessitate managing their respective onboarding processes alongside internal stakeholders and ensuring their respective timelines remain on track. This person will also assist in creating new department-wide processes, improving existing processes, and developing process and product insights over time. The ideal candidate is a growth-oriented, communicative, and collaborative individual who is excited to scale a new and critical team within a fast-growing startup environment.

Responsibilities

• Serve as clients’ primary point of contact for all things requests, process updates, and troubleshooting.

• Monitor Valon’s Client Support inbox and coordinate across business units to address client needs according to relevant SLAs.

• Respond to written and verbal client inquiries.

• Document paths toward resolution in order to ensure efficiency in resolving similar future requests.

• Update relevant materials for monthly MBR meetings with clients and internal subject matter experts.

• Coordinate and manage end-to-end client onboarding processes.

• Develop scalable processes and templates in anticipation of further team and client-base growth.

• Manage all processes related to FNMA Loan Quality Connect.

• Coordinate in-person on-sites and assist with preparing relevant diligence materials and requests in advance.

• Other duties as assigned.
  
  

Ideal Background

• Previous experience working in a client-facing environment—preferably in the mortgage servicing space.

• Previous experience working with Google Suite, Looker, SQL, and FNMA Loan Quality Connect.

• Bachelor’s degree.

• Thorough understanding of mortgage servicing concepts, including, but not limited to, subservicing contracts, investor guidelines, and the responsibilities associated with MSR ownership.
  
  

Minimum Qualifications

• 3+ years of experience at a mortgage servicer or financial or enterprise technology company.

• Previous experience managing high-touch relationships with both internal and external clients and stakeholders.

• Previous experience working with Microsoft Excel and PowerPoint (bonus points if you have experience with creating and refreshing slide decks linked to SQL tables!).

• Previous experience working with Jira or other project management tools.

• Excellent written and verbal communication skills.

• Excellent organizational skills.

• Attention to detail.

• Ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!).
  
  

Location

• Remote (must be willing to travel).
  
  

Benefits

• Compensation: competitive salary and 401 (k) plan

• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits

• Food & meals: in-office snacks and drinks, and Bagel Fridays

• 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

• Generous time off: 17 days paid time off, sick days, and 11 company holidays

• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition

Throughout the interview process, please remember that emails will only be from valon.com email addresses. We will never ask 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.