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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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.

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 themselves on driving Valon’s mission of championing home ownership.

We’re looking for an experienced Client Engagement Supervisor who is excited to help build an industry‑leading contact center and redefine the homeowner experience. In this role, you’ll 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 you’re someone who loves developing people, improving processes, and creating meaningful client experiences, this is your chance to make a real impact.

• 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.

• Bachelor’s 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.