Client Onboarding Project Manager

About the Company

Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time.

Client Services at Valon

The Client Services team represents Valon in all types of client interactions. Whether coordinating new client onboarding or acting as our clients’ main point of contact once they’re up and running with Valon, the team ensures client needs are consistently being met in a timely and accurate manner. As Valon continues to scale and onboard additional clients with their own unique needs, this team will continue to play a critical role in ensuring our clients are satisfied with the services provided.

About the Role

We’re seeking a Client Onboarding Project Manager to further operationalize and execute client onboarding processes and procedures for the Client Services team. This role will be responsible for interfacing with new clients, documenting their unique needs and coordinating internally to ensure a successful client onboarding from the point of contract signature through partnership go-live. This role will work closely with our sales team, the new clients themselves and internal Valon stakeholders to ensure timely execution of all client onboarding-related tasks. This role will be responsible for leading regular client onboarding meetings, tracking workstreams across Valon business areas and ensuring we’re on track for successful client go-live. Once we’ve gone live with a new partnership, this role will be responsible for ensuring a smooth hand-off to our Client Support analysts for ongoing client support. The ideal candidate is experienced in the mortgage servicing industry and has experience managing cross-functional projects and workstreams.

Responsibilities

• Coordinate and manage end-to-end client onboarding processes
• Serve as new clients’ primary point of contact for all things onboarding-related
• Identify clients’ unique needs – from reporting needs to unique servicing requirements – and coordinate internally to ensure we’re prepared to support these needs ahead of the go-live date
• Work alongside internal stakeholders and ensure their respective timelines remain on track
• Lead regularly scheduled client-facing and internal client onboarding calls as well as ad hoc calls requested by the new client or Valon team
• Facilitate a smooth transition from client onboarding to ongoing client support
• Contribute to the creation and maintenance of repeatable, efficient client onboarding procedures and processes

Ideal Background

• Previous experience in cross-functional, external-facing project management, bonus points if experienced in new client onboarding specifically
• Thorough understanding of mortgage servicing concepts, including, but not limited to, subservicing contracts, investor guidelines, and the responsibilities associated with MSR ownership
• Previous experience working with Google Suite, Jira, Looker, SQL, and FNMA Loan Quality Connect
• Bachelor’s degree

Minimum Qualifications

• 3-4 years of experience at a mortgage servicer or financial technology company.
• Previous experience working with Microsoft Excel, PowerPoint, Visio and Projext (bonus points if you have experience with creating and refreshing slide decks linked to SQL tables!)
• Excellent written and verbal communication skills
• Excellent organizational skills
• Attention to detail
• Ability to work independently and troubleshoot a wide array of ambiguous problems (client requests rarely repeat!)
• Ability to work with, lead, and consult with all levels in the organization
• High school diploma/GED

Location

• Remote (must be willing to travel)

What we can offer: 

• 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
• 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: flexible 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