Client Engagement Supervisor

Valon Mortgage • Phoenix, AZ

5d

About The Position

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.

Requirements

• 3–5 years of experience in a consumer-facing operations environment, preferably within customer support, contact centers, or service operations.
• 2–3 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

Nice To Haves

• 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.

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.

Benefits

• Compensation: competitive salary and 401 (k) plan
• Health & well-being: we’ll 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED