Executive Office Senior Specialist

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 We are seeking an Executive Office Senior Specialist to support our servicing operations by researching, responding to, and resolving customer complaints received by phone, email, and social media. This person will be responsible for advocating for our homeowners, helping us to understand their feedback, and suggesting how we may be able to respond to said feedback. Responsibilities Research homeowner complaints and execute or recommend solutions. Effectively resolve homeowner issues. Comply with all applicable legal and regulatory requirements, including state and/or regional requirements. Liaison between the homeowner and applicable lines of the business. Monitor complaint notices on various portals. Ideal Qualifications 1-2 years of complaints-processing experience. Previous experience handling complaints by regulatory agencies. Previous experience with Zendesk, NICE, and Google Suite. Exceptional organizational and time management abilities. Minimal Qualifications High school diploma or equivalent. Exceptional oral and written communication skills. Ability to work with minimal supervision in a fast-paced environment. Attention to detail. Benefits Compensation: competitive salary and 401k 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 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 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 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.