Client Engagement Supervisor

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by Andreessen Horowitz (a16z) and managing over $130 billion in loans weve built our platforms from the ground upnot on outdated legacy systemsso homeowners lenders and investors experience greater transparency efficiency and care. By unifying processes into a modern AI-native operating system were 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. Were not only reshaping what servicing and lending look like todaywere 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 beginningwere building the future of regulated finance and we want you to be part of it.

Client Experience at Valon

The Client Experience team is a group of organized and altruistic individuals who provide exceptional customer service to our homeowners. Whether they take ownership of collections manage default processes or solve customer issues in real-time the team acts as the bridge between Valon Mortgage and our customers. Equipped with extensive knowledge of the mortgage industry each member prides themself on driving Valons mission of championing homeownership.

About the role

Were looking for an experienced Client Engagement Supervisor who is excited to help build an industry-leading contact center and redefine the homeowner this role youll lead a team on the front lines of client support driving exceptional service while overseeing key contact center operations such as customer issue resolution debt collections and real-time problem solving.

The ideal candidate is a passionate and motivating leader who thrives in a fast-paced environment empowers their team to deliver outstanding client outcomes and is energized by the opportunity to shape the future of mortgage servicing. If youre someone who loves developing people improving processes and creating meaningful client experiences this is your chance to make a real impact.

Responsibilities

• Resolve client issues in real time ensuring homeowners receive timely accurate and empathetic support.

• Triage and manage customer escalations and complaints driving swift resolutions while maintaining a high standard of client experience.

• Identify opportunities to improve processes and drive operational efficiencies across all customer support activities.

• Coach mentor and develop team members through consistent feedback training and performance guidance to build a best-in-class contact center operation.

• Elevate the voice of the customer by synthesizing client feedback and partnering with senior leadership to inform product improvements and service enhancements.

• Test implement and optimize contact center tools and platforms to improve team productivity and the overall client experience.

• Collaborate cross-functionally with teams across the customer lifecycle to solve problems improve processes and support company-wide initiatives.

• Take on additional responsibilities as needed contributing wherever necessary to support the success of the team and organization.

Ideal Background

• Bachelors degree or equivalent professional experience.

• Experience in mortgage servicing financial services or fintech with a strong understanding of customer support or contact center operations.

• Strong analytical skills with the ability to interpret data identify trends and use insights to improve team performance and the client experience.

Minimal Qualifications

• 35 years of experience in a consumer-facing operations environment preferably within customer support contact centers or service operations.

• 23 years of experience managing or assisting in managing a team of 5 or more with a demonstrated ability to coach motivate and develop team members.

• Proficiency with Google Workspace (Docs Sheets Slides) and other modern web-based applications.

• Familiarity with CRM platforms such as Zendesk Salesforce or similar customer support tools.

• Experience working with workforce management tools or collaborating closely with workforce management teams to support scheduling forecasting and operational efficiency.

• Minimum education requirement: High school diploma or GED equivalent required

Benefits

• Compensation: competitive salary and 401 (k) plan

• Health & well-being: well invest in your physical and mental well-being with comprehensive medical dental & vision benefits

• Food & meals: in-office snacks and drinks and Bagel Fridays

• 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 email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to 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.

Required Experience:

Manager