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Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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

Default Servicing at Valon

The Default Servicing team manages all default-related processes and resolves mortgage loans that are in default. The team is crucial to Valon and the broader mortgage ecosystem, as it helps prevent foreclosures and minimize losses for investors. Homeowner transparency and financial literacy is always a focal point to our people, process, and product and we strive to help homeowners who need additional support to keep their dream of homeownership alive.

Default Servicing at Valon

The Default Servicing team manages all default-related processes and resolves mortgage loans that are in default. The team is crucial to Valon and the broader mortgage ecosystem, as it helps prevent foreclosures and minimize losses for investors. Homeowner transparency and financial literacy is always a focal point to our people, process, and product and we strive to help homeowners who need additional support to keep their dream of homeownership alive.

The Loss Mitigation Intake Specialist is crucial for the organization, handling administrative tasks essential to loss mitigation functions. This role manages mortgage assistance tasks, including triaging incoming requests to ensure subprocess updates and automatic task assignment. Responsibilities also include preparing daily reports, resolving miscellaneous tasks and minor escalations, and responding to adequacy of servicing requests. Additionally, the specialist manages HAF functions, collaborating with states to provide necessary figures for homeowner's assistance funds. This includes file tracking and managing the HAF pipeline. The specialist will work closely with the Loss Mitigation team, supporting experienced staff in various duties to ensure smooth and efficient processes for both the department and customers.

Responsibilities

• Triage incoming tickets and assign them to the appropriate team or subprocesses.

• Enter requests to create borrower intake applications within required time frames, ensuring compliance with Investor, state, federal, and CFPB guidelines.

• Enter and upload documents to the servicing console as needed.

• Follow up on outstanding issues to ensure timely and compliant resolution processes.

• Manage HAF functions, including interfacing with states to provide requested figures for homeowner's assistance funds, file tracking, and management of the HAF pipeline.

• Maintain accurate records, communicate with management, and stay current on industry regulations to recommend updates to internal policies and procedures.

• Provide exceptional customer service by promptly and professionally responding to internal inquiries, addressing concerns, or directing escalations to the appropriate parties.

• Provide accurate and complete information to resolve issues and follow up on any outstanding issues or commitments.

• Work with the mortgage assistance team to ensure a seamless and efficient process, and assist with title orders, escrow analysis requests, foreclosure fees and costs requests, and other administrative functions as needed.

• Maintain accurate and up-to-date records of customer interactions and documentation.

• Communicate effectively with the management team and escalate issues as needed.

• Stay current on industry regulations and recommend updates to internal policies, procedures, and systems based on new or changed requirements.

• Participate in activities and projects designed to improve business.

• Properly update any internal track systems or systems of record.

• Provide collateral IDs and escalate missing IDs to vendors to send documents to the custodian.

• Perform additional duties as assigned.

Minimum Qualifications

• 1+ year of experience in default or loss mitigation.

• Knowledge of Standard Operating Procedures, CFPB, FCRA, and FDCPA preferred.

• Strong interpersonal and problem-solving skills.

• Highly organized and detail-oriented; ability to work in a fast-paced, metric-driven environment.

• High School Diploma or GED

Benefits

• Compensation: competitive salary and 401k 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 emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com 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.