Client Engagement Supervisor

Company: Valon Mortgage
Location: Phoenix
Posted on: April 2, 2026

Job Description:

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Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care.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. 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’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. 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 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. Minimal Qualifications 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 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 Throughout the interview process, please remember that emails will only be from valon.com email addresses. We will never ask 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.

Keywords: Valon Mortgage, Prescott , Client Engagement Supervisor, Customer Service & Call Center , Phoenix, Arizona