Collections Senior 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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we've built our platforms from the ground up-not on outdated legacy systems-so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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 our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real time, the team acts as a bridge between Valon and our homeowners. Equipped with extensive knowledge of the mortgage industry, each member prides themselves on embodying Valon's mission of championing home ownership.

About the Role

We're seeking a Collections Senior Specialist to collect debt and resolve homeowner issues in real time. The ideal candidate is a self-motivated individual who is able to easily adapt to a fast-paced environment.

Responsibilities

* Contact homeowners via phone and email regarding the status of their accounts, associated late fees, and credit reports while adhering to relevant company procedures and consumer privacy laws.

* Perform skip-tracing to locate homeowners with incorrect contact information.

* Assist and support homeowners dealing with financial difficulty by establishing trust, identifying mutually agreeable payment arrangements, and maintaining excellent customer service.

* Meticulously document all inbound and outbound collections efforts within the company platform.

* Arrange and submit homeowner accounts for extensions, modifications, forbearances, and repayment plans.

* Mentor other Collections Specialists, leading departmental projects and initiatives as required.

* Collaborate with the Loan Administration and Default Servicing departments and other members of the Client Experience department to resolve account discrepancies.

* Identify gaps in processes and recommend improvements.

* Test various contact center tools and platforms.

Minimum Qualifications

* 3+ years of collections experience.

* Previous skip-tracing experience.

* Previous experience with conducting loan calculations (e.g. calculating amortization schedules, APR, and simple interest).

* Previous experience with Google Suite, Zendesk, Salesforce, and other common CRM systems.

* Previous experience with using workforce tools or partnering with workforce management teams.

* Previous experience with handling sensitive documentation.

* Comprehensive knowledge of industry regulations (e.g. FDCPA, FCRA, and TCPA).

* Excellent time management skills.

* Ability to assess homeowner needs and overcome objections.

* High School Diploma or equivalent

Location

* On-site (Phoenix, AZ)

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  email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to  if you have any requests to verify the authenticity of an outreach.

Valon is an equal opportunity…