Collections Senior Specialist
Valon, Phoenix, AZ, United States
Overview
Valon is transforming mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, Valon has built its platforms from the ground up to provide homeowners, lenders, and investors with greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, Valon leads automation, compliance, and continuous improvement across servicing and lending. Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. We bring together world-class engineers, servicing experts, lending professionals, and operations leaders who are passionate about improving the homeowner journey. As we grow, Valon is expanding across multiple states and is a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning—we are building the future of regulated finance and invite you to be part of it. About the Client Experience
The Client Experience team provides homeowners with exceptional service by taking ownership of collections, managing default processes, and resolving homeowner issues in real time. Each team member embodies Valon’s mission of championing homeownership with extensive knowledge of the mortgage industry. Role
We are seeking a Collections Senior Specialist to collect debt and resolve homeowner issues in real time. The ideal candidate is self-motivated and thrives in a fast-paced environment. Responsibilities
Contact homeowners via phone and email regarding account status, late fees, and credit reports while adhering to company procedures and consumer privacy laws. Perform skip-tracing to locate homeowners with incorrect contact information. Support homeowners facing financial difficulty by building 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 and lead departmental projects and initiatives as required. Collaborate with Loan Administration, Default Servicing, and other Client Experience team members 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. Experience calculating loan details (amortization schedules, APR, simple interest). Experience with Google Suite, Zendesk, Salesforce, and other common CRM systems. Experience with workforce tools or partnering with workforce management teams. Experience handling sensitive documentation. Comprehensive knowledge of industry regulations (FDCPA, FCRA, 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 Paid time off: 17 days PTO, 5 sick days, and 11 company holidays Health & well-being: Comprehensive medical, dental, and vision benefits, plus EAP Office perks: In-office snacks and Bagel Fridays Growth: New Hire Orientation and ongoing learning opportunities, with potential for promotions and annual reviews Parental leave: 12 weeks of fully paid time off for birthing and non-birthing parents During the interview process, emails will only come from valon.com addresses. We will never ask for personal information during the interview. If you have questions to verify authenticity, contact talent@valon.com. Valon is an equal opportunity employer and prohibits discrimination and harassment based on protected characteristics as outlined by federal, state, or local laws.
#J-18808-Ljbffr
Valon is transforming mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, Valon has built its platforms from the ground up to provide homeowners, lenders, and investors with greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, Valon leads automation, compliance, and continuous improvement across servicing and lending. Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. We bring together world-class engineers, servicing experts, lending professionals, and operations leaders who are passionate about improving the homeowner journey. As we grow, Valon is expanding across multiple states and is a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning—we are building the future of regulated finance and invite you to be part of it. About the Client Experience
The Client Experience team provides homeowners with exceptional service by taking ownership of collections, managing default processes, and resolving homeowner issues in real time. Each team member embodies Valon’s mission of championing homeownership with extensive knowledge of the mortgage industry. Role
We are seeking a Collections Senior Specialist to collect debt and resolve homeowner issues in real time. The ideal candidate is self-motivated and thrives in a fast-paced environment. Responsibilities
Contact homeowners via phone and email regarding account status, late fees, and credit reports while adhering to company procedures and consumer privacy laws. Perform skip-tracing to locate homeowners with incorrect contact information. Support homeowners facing financial difficulty by building 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 and lead departmental projects and initiatives as required. Collaborate with Loan Administration, Default Servicing, and other Client Experience team members 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. Experience calculating loan details (amortization schedules, APR, simple interest). Experience with Google Suite, Zendesk, Salesforce, and other common CRM systems. Experience with workforce tools or partnering with workforce management teams. Experience handling sensitive documentation. Comprehensive knowledge of industry regulations (FDCPA, FCRA, 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 Paid time off: 17 days PTO, 5 sick days, and 11 company holidays Health & well-being: Comprehensive medical, dental, and vision benefits, plus EAP Office perks: In-office snacks and Bagel Fridays Growth: New Hire Orientation and ongoing learning opportunities, with potential for promotions and annual reviews Parental leave: 12 weeks of fully paid time off for birthing and non-birthing parents During the interview process, emails will only come from valon.com addresses. We will never ask for personal information during the interview. If you have questions to verify authenticity, contact talent@valon.com. Valon is an equal opportunity employer and prohibits discrimination and harassment based on protected characteristics as outlined by federal, state, or local laws.
#J-18808-Ljbffr