Client Support Analyst

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.

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.
• Cook up 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.
• Cook up and manage 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.
• A 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.
• An attention to detail.
• The ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!)