Client Engagement Supervisor
Client Engagement Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
About the Company
Valons mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys but lasts far beyond. Were 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 servicingthe process of paying off ones mortgageValon is taking the first step in transforming the industry one homeowner and lender at a time.
About the role
We are looking for an experienced and driven borrower support leader to help build and shape a brand-new industry-leading contact center from the ground up. As one of the first leadership hires at our new second location in Jacksonville Florida you will play a critical role in establishing the foundation for how we serve our borrowers. In this role as Client Engagement Supervisor youll oversee core contact center functionsincluding real-time issue resolution and team leadership while helping define the culture processes and performance standards for a rapidly growing tech-driven startup. The ideal candidate is a hands-on motivational leader who thrives in fast-paced environments and is passionate about building exceptional customer experiences from day one.
Responsibilities
- Solve customer issues in real-time
- Triage and response to customer escalations and complaints
- Drive process efficiencies and improvement across all customer support activities
- Provide coaching and feedback to team members to develop a best-in-class operation
- Help inform product development and enhancements by synthesizing and delivering customer feedback to senior leadership
- Help test and manage various contact center tools and platforms
- Work cross-functionally with peers across various stages of the customer lifecycle wearing multiple hats
- Other duties as assigned
Ideal Background
- Bachelors degree or equivalent experience
- Experience with a mortgage servicing or financial technology company
- Analytics proficiency
Minimal Qualifications
- 3-5 years of experience in a consumer-facing operations environment
- Managed (or assisted in managing) a team of 5 or more
- Proficient with Google Office and other web-based applications
- Familiarity with Zendesk Salesforce or other common CRM tools
- Experience directly with workforce tools or partnering with workforce management teams
- 1 years of leadership experience
What we can offer
- Compensation: Competitive salary and a 401(k) planwith a 4% annual match!
- Hours: No weekends or late nights required!
- Generous amount of paid time off: 17 days of paid time off 5 additional paid sick days and 11 paid company holidays!
- Health & well-being: Well invest in your physical and mental well-being with comprehensive low-cost medical dental & vision benefits and an EAP for additional support!
- Food & meals: In-office snacks and drinks (and Bagel Fridays)!
- Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.
- Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)
Required Experience:
Manager
Employment Type
Full Time
