Mortgage Assistance SPOC

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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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.

Default Servicing at Valon

The Default Servicing team resolves mortgages in default and manages all default-related processes at Valon. This team is also central to the broader mortgage ecosystem, preventing foreclosures and minimizing losses for investors. Transparency and financial literacy are crucial to our people, processes, and products. We strive to help homeowners who need additional support to keep their dreams of homeownership alive.

About the Role

We're seeking a Mortgage Assistance SPOC to serve as the primary point of contact for homeowners who are in default. The ideal candidate enjoys tackling complex problems.

Responsibilities

• Complete assigned queues in a timely manner.

• Communicate with clients regarding delinquent borrowers and default milestones, including, but not limited to, bankruptcy, foreclosure, loss mitigation, collections, customer server, and/or general default servicing and portfolio inquiries.

• Respond in a timely manner to client/investor, homeowner, and/or internal inquiries in compliance with SLAs and RESPA, state, and federal guidelines.

• Respond to foreclosure attorneys regarding bidding instructions, account status updates, payoff and reinstatement quotes, and/or general account inquiries.

• Evaluate homeowners' eligibility for mortgage assistance plans.

• Negotiate workout agreements and draft trial, repayment, and/or forbearance plans and/or loss mitigation agreements as needed.

• Monitor pre-foreclosure and foreclosure populations, mortgage assistance production reports, and other default-related reports as assigned.

• Other duties as assigned

Ideal Background

• Previous experience in handling escalated delinquent accounts.

• Previous experience in foreclosure and/or bankruptcy.

• Bachelor's degree.

• Bilingual proficiency in Spanish and English.

• Exceptional organizational skills.

• Ability to work with minimal supervision in a fast-paced environment.

Minimum Qualifications

• 1+ years of experience in collections and/or loss mitigation.

• Minimum education requirement: High school diploma or GED equivalent required

• Previous experience in mortgage servicing, portfolio management, national real estate management, and/or default servicing.

• Previous experience in GSE servicing including, but not limited to, loan modifications and forbearances.

• Exceptional oral and written communication skills.

• Strong problem-solving abilities.

• Strong multitasking abilities.

• Attention to detail.

Location

• On-site (Jacksonville, FL)

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 emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to [email protected] 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.