Client Engagement Supervisor
Company: Valon Mortgage
Location: Phoenix
Posted on: April 2, 2026
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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outdated legacy systems—so homeowners, lenders, and investors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, Mesa , Client Engagement Supervisor, Customer Service & Call Center , Phoenix, Arizona
