Resolution Team Manager

About the Company 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 seeking an experienced Resolution Team Manager to support our servicing operations by leading a team of Resolution Specialists in researching issues, finding solutions, and executing remediation to best serve our homeowners. This person will play a key role in ensuring critical contact center metrics are met. You may be expected to flex between communication channels as the needs of the business change. Responsibilities Manage a team of Resolution Specialists.  Oversee team member interactions and communications with homeowners. Act as a point of escalation for direct reports. Manage relationships with back-office departments to resolve issues within given service areas. Analyze trends to identify training needs and process gaps within the team. Manage the process of triaging issues to ensure escalations are communicated to appropriate departments. Act as a SME for all loan servicing functions from onboarding through loss mitigation. Provide feedback to their direct manager to ensure policies and procedures are up to date. Ensure that team members are meeting department SLAs.  Minimum Qualifications 2+ years of people leadership experience in a fast-paced call center environment.  1+ year(s) of mortgage servicing experience. Familiarity with Google Suite. Strong typing and computer navigation skills. Attention to detail. Ability to multitask across platforms. Benefits Compensation: Competitive salary and 401k plan. Health & well-being: We invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits, an EAP for additional support. 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, alongside other learning and 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.