Client Support Analyst

Valon

Client Support Analyst responsible for timely client communications at mortgage technology company. Engage with clients, troubleshoot issues, and coordinate onboarding processes.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $68,000 - $92,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.
Coordinate 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.
Coordinate in-person on-sites and assist with preparing relevant diligence materials and requests in advance.
Other duties as assigned.

Requirements

What you’ll need

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.
Thorough understanding of mortgage servicing concepts, including, but not limited to, subservicing contracts, investor guidelines, and the responsibilities associated with MSR ownership.
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.
Attention to detail.
Ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!).

Benefits

Comp & perks

Compensation: competitive salary and 401 (k) 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
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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLMortgage Servicing ConceptsData AnalysisProcess DevelopmentClient OnboardingDocumentationLookerMicrosoft ExcelMicrosoft PowerPointJira

Soft Skills

Excellent Communication SkillsOrganizational SkillsAttention to DetailProblem-Solving AbilityIndependence

Certifications

Bachelor's Degree