Resolutions Loan Document Specialist

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Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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

The 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).

Responsibilities

• Process and manage incoming digital mail, including routing to appropriate departments

• Generate and deliver payoff statements to our homeowners.

• Fulfill document requests such as payment histories, amortization schedules, and other loan-related records

• Research and retrieve missing or historical loan documentation, including prior servicer records when applicable

• Process borrower and third-party requests (e.g., authorizations, escrow waivers, and opt-out requests)

• Ensure all work is completed accurately and within defined SLAs

• Maintain compliance with company policies, investor guidelines, and regulatory requirements

• Collaborate with internal teams to resolve document-related inquiries and issues
  
  

Minimum Expectations

• Meet or exceed established service level agreements (SLAs) for all assigned tasks

• Maintain high levels of accuracy and quality in document processing

• Manage workload effectively to prevent backlogs

• Meet productivity and quality benchmarks as defined by management

• High school diploma or equivalent required; associate or bachelor’s degree preferred

• Knowledge of mortgage loan documents and servicing processes is a plus

• Strong attention to detail and organizational skills

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment

• Proficiency in Microsoft Office and document management systems

• 1–3 years of experience in mortgage servicing, banking operations, or document processing preferred
  
  

Benefits

• 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

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 [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.