Client Engagement Supervisor

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 Valon’s mission of championing homeownership.

About the role

We are looking for an experienced client support team member who wants to build an industry-leading contact center. As a Client Engagement Supervisor, you will be responsible for contact center operations, including, but not limited to, debt collections, solving customer issues in real time, and leading team members. The right candidate is a motivational leader who can adapt to a fast-paced environment and wants to build the future of the homeowner experience.

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”

Ideal Background

• Bachelor's degree
• Experience with 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

Benefits

• Compensation: Competitive salary and a 401(k) plan—with 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: We’ll 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)