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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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.
The Mortgage Assistance team is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners who are currently facing financial hardship that directly impacts their ability to make monthly mortgage payments. This team will take ownership and provide support to homeowners by educating them on various Mortgage Assistance programs that are available and will guide them through the entire process in an attempt to prevent foreclosure. Equipped with extensive knowledge of the mortgage industry, each member prides themself on driving Valon's mission of championing homeownership.
Valon is seeking a Mortgage Assistance Manager to lead our Loss Mitigation back-office operations team. This role will oversee the intake, processing, underwriting, and closing functions within Mortgage Assistance (Loss Mitigation), ensuring operational excellence, regulatory compliance, and timely support for homeowners facing financial hardship.This role will ensure Loss Mitigation reviews and processes are conducted timely, accurately and in compliance with established investor, company, state and federal guidelines and regulations.
The ideal candidate is a strong people leader with deep experience in mortgage servicing and loss mitigation operations. You are data-driven, operationally rigorous, and passionate about developing high-performing teams while delivering compliant, borrower-focused outcomes.
Lead and manage a team of Loss Mitigation back-office professionals, including processors, underwriters, and closers
Set clear performance expectations, KPIs, and service-level standards
Coach, mentor, and develop team members to drive high performance and career growth
Conduct regular performance reviews and provide actionable feedback
Partner with Recruiting and Training to support onboarding and skill development
Oversee end-to-end workflow for loss mitigation processing, underwriting, and closing
Oversee and manage the development and review of policies and procedures related to servicing functions within the scope of the loss mitigation team.
Respond to appeals, determine the merit of the appeal, determine motions to resolve, drafting an appeal response, and bringing to a conclusion.
Respond to escalations such as internal and external complaints, investor inquiries and litigation, and mediation inquiries.
Ensure timely and accurate review of hardship applications and supporting documentation
Monitor pipeline metrics and capacity planning to meet SLA and investor requirements
Identify process gaps and drive continuous improvement initiatives
Collaborate cross-functionally with Compliance, Legal, Default Servicing, and Technology teams
Manage department projects that encompass improvements and modifications to current processes, implementation of new processes, and skills training.
Strong interpersonal and problem-solving skills. Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact, and patience in dealing with all levels of the organization as well as with customers.
Well-developed written communication skills, ability to be effectively organized in a fluid environment.
Expert-level knowledge of Standard Operating Procedures, CFPB, FCRA, and FDCPA preferred.
Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance, and regulatory requirements related to federal debt collection laws and proper handling of other legal situations.
Ensure adherence to CFPB, FHA, VA, USDA, Fannie Mae, Freddie Mac, and other investor/insurer guidelines
Maintain strong quality control processes and reduce operational defects
Support internal and external audits, including investor and regulatory reviews
Promote a culture of compliance and risk awareness within the team
Review daily control reports for accuracy, proper documentation, and timely turn around, review for any exceptions that poses risk for audit findings.
Track and analyze performance metrics (cycle times, approval rates, rework rates, etc.)
Prepare regular operational reports and present insights to senior leadership
Drive accountability through data-informed decision-making.
7+ years of experience in mortgage servicing, with at least 5 years in Loss Mitigation
5+ years of people management experience
Deep knowledge of loss mitigation programs (modifications, repayment plans, forbearance, partial claims, etc.)
Strong understanding of agency and investor guidelines (Fannie Mae, Freddie Mac, FHA, VA)
Experience managing back-office processing and underwriting workflows
Proven ability to manage pipeline volume and meet regulatory timelines
Strong analytical and problem-solving skills
Minimum education requirement: High school diploma or GED equivalent required
Experience in a high-growth or fintech-enabled servicing environment
Familiarity with servicing systems and workflow management tools
Lean, Six Sigma, or other process improvement certification
Bachelor’s degree in Business, Finance, or related field
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
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 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.
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