Client Engagement Manager

Client Experience at Valon 

The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real-time, the team acts as a bridge between Valon and our homeowners. Equipped with extensive mortgage industry knowledge, each member prides themselves on embodying Valon’s mission of championing homeownership.

About the role

We are looking for an experienced leader to build an industry-leading contact center experience. As a Manager of Client Engagement, you will be responsible for contact center operations, solving customer escalations, and leading supervisors. 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

• Lead and mentor a team of client engagement supervisors. Foster a culture of excellence, accountability, and continuous improvement within the team.
• Track and report on key performance indicators (KPIs) related to client satisfaction, service levels, quality and operational efficiency. Identify trends and areas for improvement.
• Proactively identify and address associate and customer issues, ensuring timely and effective resolution. Escalate complex issues as necessary and follow up to ensure client satisfaction.
• Continuously assess and enhance customer engagement processes to improve efficiency, reduce costs, and increase client satisfaction.
• Ensure that all customer interactions and service processes comply with regulatory requirements and company policies. Assist in risk management efforts related to client servicing.
• Work closely with sales, operations, compliance, Engineering, and other internal teams to ensure seamless client experiences. Participate in cross-functional initiatives aimed at improving service quality. Help inform product development and enhancements by synthesizing and delivering customer feedback to senior leadership
• Manage the client onboarding process, including the implementation of services and training on systems and processes. Ensure that associates are fully equipped to utilize the services offered.
• Continuously assess and enhance customer engagement processes to improve efficiency, reduce costs, and increase client satisfaction.
• Prepare regular reports for senior management on client engagement activities, including service metrics, client feedback, and risk assessments.

Ideal Background

• Bachelor’s degree
• 7+ years of experience at a financial or technology company (fintech preferred)
• Minimum 5+ years of experience in operational leadership of a business unit, contact center preferred
• Experience in the development of policies and procedures within an operational, technological, or financial context.
• Proven ability to drive change in management strategies across medium to large organizations.

Minimal Qualifications

• 5-7 years of experience in a consumer-facing operations environment
• Managed (or assisted in managing) a team of 10 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 teams1+ years of leadership experience

Benefits

• Compensation: Competitive salary and a 401(k) plan—with a 4% annual match!
• Hours: No weekends or late nights required!
• Generous amount of paid time off: 17 days of paid time off, 5 additional paid sick days, and 11 paid company holidays!
• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits and an EAP for additional support!
• Food & meals: In-office snacks and drinks (and Bagel Fridays)!
• Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.
• Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!