Resolutions Specialist
Company: Valon Mortgage
Location: Phoenix
Posted on: April 2, 2026
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Job Description:
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outdated legacy systems—so homeowners, lenders, and investors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
Experience at Valon The 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 Role We are
looking for a Resolutions Specialist, who will reside within our
Client Experience umbrella as this is a client-facing role. This
person will be responsible for handling inbound and outbound emails
with our homeowners as well as overflow inbound phone calls from
our Client Engagement Team. This position plays a key role in
ensuring that our homeowners receive the highest quality client
service with their requests for research within our team, and
critical contact center metrics are met. The ideal candidate
thrives in a fast-paced environment, has great de-escalation
skills, and is able to weave in and out of various parts of what is
required within our business needs for Client Experience. You may
be expected to flex between communication channels as the needs of
the business change. Responsibilities Answer homeowner inquiries
received from the contact center by conducting research and
coordinating with back office teams for a resolution within a
specific time frame to meet our Service Level Agreements for Client
Experience. Respond via chat to homeowner inquiries received from
the contact center by conducting research and coordinating with
back office teams for a resolution within a specific time frame to
meet our Service Level Agreements for Client Experience. Manage and
respond to direct homeowner email inquiries with a sense of urgency
and high caliber of quality. Handle inbound/outbound phone calls
per department guidelines and standard operating procedures in a
fast-paced environment. Guide homeowners through questions and
issues with their Account, Payments, Loan Transfers, Insurance and
Taxes (Escrow), and other transactional inquiries Deep dive
research and resolve all levels of homeowner inquiries and issues;
for example, escrow analysis breakdown, shortage review, misapplied
payment, etc. Ensure customer satisfaction by providing homeowners
with courteous, professional, and efficient email responses
Communicate with various internal departments on a regular basis
for homeowner-related inquiries for a swift resolution to their
queries. Understand and adhere to all company policies and
especially those within Client Experience. Other duties as assigned
Ideal Background 1-2 years of customer service experience
preferred, with great attention to detail, both written and verbal.
Google Suite experience preferred. Mortgage experience or servicing
experience preferred Experience using CRM software (e.g., Zendesk)
preferred Ability to multitask and navigate different platforms.
Minimum Qualifications Can type 45 WPM or more with 90% accuracy.
Solid computer skills, including typing and navigation. Strong
written and verbal communication skills Excellent attention to
detail. Ability to collaborate with other business areas. Ability
to de-escalate customer issues. Minimum education requirement: High
school diploma or GED equivalent required Benefits Compensation:
Competitive salary and a 401(k) plan—with a 4% annual match! Hours:
No weekends or late nights required! Generous amount of paid time
off: 17 days of paid time off, 5 additional paid sick days, and 11
paid company holidays! Health & well-being: We’ll invest in your
physical and mental well-being with comprehensive, low-cost
medical, dental, & vision benefits, and an EAP for additional
support! Food & meals: In-office snacks and drinks (and Bagel
Fridays)! Grow together: We set new employees up for success with
our company-wide New Hire Orientation! Other learning and
development opportunities include quarterly possibilities for
promotion and annual performance reviews. Baby bonding time:
Birthing and non-birthing parents receive 12 weeks of FULLY PAID
time off to focus on their new addition(s)! 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.
Keywords: Valon Mortgage, Prescott , Resolutions Specialist, Customer Service & Call Center , Phoenix, Arizona
