About the CompanyValon 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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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 Experience at ValonThe Client Experience team is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners. Whether they take ownership of collections, provide guidance to questions, 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 RoleThe Resolutions Loan Document Specialist is responsible for the accurate, timely, and compliant processing of loan-related documentation within a mortgage servicing environment. This role supports borrower requests, internal operations, and regulatory requirements by ensuring all document-related tasks are completed within established service level agreements (SLAs).ResponsibilitiesProcess and manage incoming digital mail, including routing to appropriate departmentsGenerate and deliver payoff statements to our homeowners.Fulfill document requests such as payment histories, amortization schedules, and other loan-related recordsResearch and retrieve missing or historical loan documentation, including prior servicer records when applicableProcess borrower and third-party requests (e.g., authorizations, escrow waivers, and opt-out requests)Ensure all work is completed accurately and within defined SLAsMaintain compliance with company policies, investor guidelines, and regulatory requirementsCollaborate with internal teams to resolve document-related inquiries and issuesMinimum ExpectationsMeet or exceed established service level agreements (SLAs) for all assigned tasksMaintain high levels of accuracy and quality in document processingManage workload effectively to prevent backlogsMeet productivity and quality benchmarks as defined by managementHigh school diploma or equivalent required; associate or bachelor’s degree preferredKnowledge of mortgage loan documents and servicing processes is a plusStrong attention to detail and organizational skillsAbility to manage multiple priorities and meet deadlines in a fast-paced environmentProficiency in Microsoft Office and document management systems1–3 years of experience in mortgage servicing, banking operations, or document processing preferredBenefitsCompensation: competitive salary and 401 (k) planHealth & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefitsFood & meals: in-office snacks and drinks, and Bagel FridaysCommuter 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 feedbackGenerous time off: 17 days paid time off, sick days, and 11 company holidaysBaby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest additionThroughout 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
