Client Support Analyst

Remotedxb; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Job summary

Valon is seeking a Client Onboarding Specialist to serve as a primary point of contact for new clients, ensuring smooth setup and alignment with SLAs. You will document processes and coordinate across teams to deliver a scalable onboarding experience.

Ideal candidates bring 3+ years in mortgage servicing or financial tech, strong communication, and keen attention to detail. You will work independently to troubleshoot issues and help drive onboarding excellence for investors and homeowners.

Qualifications

• 3+ years of experience at a mortgage servicer or financial/enterprise tech company.
• Experience managing high-touch relationships with internal and external stakeholders.
• Proficiency with Excel and PowerPoint; experience with Jira or other PM tools.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and troubleshoot ambiguous problems.
• Preferred: experience in mortgage servicing space; knowledge of Looker/SQL/FNMA LQC; Bachelor’s degree.

Responsibilities

• Serve as clients’ primary point of contact for requests, updates, and troubleshooting.
• Monitor the client support inbox and coordinate across units to meet SLAs.
• Respond to written and verbal client inquiries.
• Document resolution paths to improve future requests.
• Update materials for monthly business reviews (MBR).
• Coordinate end-to-end client onboarding processes.
• Develop scalable processes and templates for team growth.
• Coordinate on-site visits and prepare diligence materials.

Skills

Excellent written and verbal comms

Strong organizational skills

Independent work and problem solving

Stakeholder relationship management

Education

Bachelor’s degree

Tools

Microsoft Excel

PowerPoint

Jira

Job description

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 to provide homeowners, lenders, and investors with greater transparency and efficiency.

Responsibilities

• Serve as clients’ primary point of contact for requests, process updates, and troubleshooting
• Monitor the Client Support inbox and coordinate across business units to address needs according to SLAs
• Respond to written and verbal client inquiries
• Document resolution paths to ensure efficiency for future requests
• Update materials for monthly business review (MBR) meetings
• Coordinate and manage end-to-end client onboarding processes
• Develop scalable processes and templates for team growth
• Manage processes related to FNMA Loan Quality Connect
• Coordinate in-person on-sites and prepare diligence materials

Requirements

• 3+ years of experience at a mortgage servicer or financial/enterprise technology company
• Experience managing high-touch relationships with internal and external stakeholders
• Proficiency with Microsoft Excel and PowerPointExperience with Jira or other project management tools
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and troubleshoot ambiguous problems

Preferred Qualifications

• Previous experience in the mortgage servicing space
• Experience with Google Suite, Looker, SQL, and FNMA Loan Quality Connect
• Bachelor’s degree
• Thorough understanding of mortgage servicing concepts, subservicing contracts, and investor guidelines