Chief of Customer and Employee Relations

2 weeks ago


Newport Beach, California, United States The Ladders Full time


Position at The Ladders

About The Ladders
As a leader in the career advancement industry, we are committed to providing our team with the necessary resources, opportunities, and benefits to foster a successful and fulfilling career.

Benefits We Offer
Our employees enjoy a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) plan with employer contributions, paid time off, and sick leave, along with discounts on various services. We also provide competitive salaries with the potential for performance-based bonuses.

We Hire the Best
Our mission is only achievable with top-tier talent in the industry. If you are a proactive, innovative thinker and a collaborative team player looking to elevate your career, we encourage you to consider this opportunity.

What You'll Do:

The Director of Customer and Employee Engagement will oversee all initiatives related to customer service, including addressing client concerns. This role will also enhance employee engagement strategies throughout the organization, from onboarding to the overall employee journey.
  • Develop and maintain relationships with senior leadership across various sectors.
  • Lead customer engagement initiatives, including management of surveys related to client experiences.
  • Oversee customer satisfaction touchpoints to enhance the overall client experience.
  • Collaborate with related departments to ensure a seamless customer journey.
  • Address customer complaints and escalate issues to senior management as necessary.
  • Work with marketing teams to design campaigns that promote our services.
  • Partner with management to create development plans for team members focused on service excellence.
  • Implement and manage employee engagement initiatives to boost workplace morale.
  • Participate in onboarding and training for new hires.
  • Support community workshops by facilitating events as needed and provide reporting on customer satisfaction and sales metrics.
  • Perform additional duties as assigned.
What You Have:
  • A Bachelor's degree or equivalent experience is required.
  • Over 10 years of experience in customer service within the financial sector.
  • At least 3 years of experience in employee engagement strategies.
  • Active professional licenses as required.
  • Comprehensive understanding of the loan process from start to finish.
  • Knowledge of current credit trends and regulations.
  • Familiarity with loan origination systems and office software.
  • Strong public speaking and presentation skills.
  • Excellent verbal and written communication abilities.
  • Ability to manage multiple tasks in a dynamic environment.
  • Self-driven and adaptable to changing priorities.
Systems the position will be working in:
  • Office productivity software
  • Loan origination systems
  • Design and editing software
License Requirements: Professional licenses as applicable.

Physical Requirements:
  • Ability to lift moderate weights.
  • Capability to navigate stairs.
  • Ability to perform bending and stooping tasks.
Compensation: The Ladders intends to offer a competitive annual salary, commensurate with experience, along with access to a robust benefits package. #LI-TB1
#LI-remote

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