Bilingual Customer Experience 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 As a part of our mortgage servicing team, we are looking for a Bilingual Customer Experience Specialist 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 morning and evening shifts with a flexible schedule, as required Monday -Friday 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 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.