By Amy Hennig, Director of Product
I’ve spent my career building products in highly regulated, high-stakes industries, but nothing quite compares to mortgage servicing. It’s one of the largest markets in the country, touching over $14 trillion in outstanding loans. And yet, the systems that power it are outdated, opaque, and frustrating for both homeowners and the teams trying to support them.
That’s why I joined Valon.
Mortgage servicing is exactly the kind of problem AI was made for. It’s a compliance-heavy industry with HUGE operating costs, and tens of billions of dollars in operating costs can be automated away. The sheer number of decisions that need to be made—across payments, escrow, loss mitigation, customer service—is overwhelming. But much of that decision-making is highly repetitive and follows patterns.
With the right models and safeguards in place, AI can learn from those patterns, automate the mundane, and flag the exceptions that truly need a human eye.
To be clear, I’m not here to chase the latest AI trend. I care about outcomes. And when I look at the problems in this industry—borrowers waiting weeks for answers, agents wading through complex systems, lenders struggling to stay compliant, and an entire industry powered by archaic software—I see an enormous opportunity to do better. Mortgage servicing provides one of the largest opportunities for AI to effectively eliminate operating costs in the next few years, but it’s not often thought of as it is infrastructure that’s hidden away from view.
We take an integrated approach to AI, weaving it directly into the fabric of our product, not layering it on top. It’s part of how we design from the ground up. That means thinking deeply about where intelligence creates leverage, where transparency is essential, and where human judgment still matters most.
Some of the most exciting work we’re doing right now is using AI to help our servicing team respond faster, predict risk earlier, and empower homeowners with clearer, more proactive guidance. When we get that right, everyone wins: agents feel less overwhelmed, borrowers feel more supported, and the business operates more efficiently.
I believe AI will completely transform this industry. But it has to be built with care, context, and deep empathy for the people it serves.
That’s the work I’m proud to be doing every day.
If you’re interested in becoming part of Valon’s team, check out our open career opportunities.
