Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re 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 servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time.

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 Experience Team Manager, 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 partake in our performance bonus program and 401k plan
Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, One medical membership, and Talkspace to provide mental health support
Food & meals: in-office snacks and drinks, Bagel Fridays and regular Food Trucks on premise
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
Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes or team dinners!
Generous time off: 17 days paid time off, sick days, and 11 company holidays

Throughout the interview process, please remember that emails will only be from valon.com emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com 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.

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