Mortgage Assistance Manager (Loss Mitigation) at Valon Mortgage

, , United States -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

138000.0

Posted On

22 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Loss Mitigation, Mortgage Servicing, Underwriting, Process Improvement, Regulatory Compliance, Performance Management, Pipeline Management, Stakeholder Collaboration, Problem Solving, Written Communication, Risk Management, Data Analysis, SOP Adherence, Hardship Application Review, Quality Control

Industry

Software Development

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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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. About the Role 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. Responsibilities Team Leadership & Development 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 Operational Excellence 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. Compliance & Risk Management 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 Performance & Reporting 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. Minimum Qualifications 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 Ideal Background 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 Benefits 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.

Responsibilities

This role involves leading the Loss Mitigation back-office operations team, overseeing intake, processing, underwriting, and closing functions to ensure operational excellence and regulatory compliance. Responsibilities include team leadership, managing end-to-end workflow, responding to escalations, and driving continuous improvement initiatives.