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Chief of Customer and Employee Relations

2 months ago

Newport Beach, California, United States The Ladders Full time


Position at The Ladders

About The Ladders
As a leading platform in career advancement and recruitment, we understand the importance of innovation and dedication in the workforce. Our commitment to providing exceptional resources and opportunities is paramount to fostering a successful and fulfilling career for our team members.

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 additional perks. We also provide competitive salaries with the potential for performance-based bonuses.

Our Commitment to Excellence
We believe that achieving our mission requires the best talent in the industry. If you are a proactive, innovative thinker and a collaborative team player, we invite you to explore this opportunity.

Key Responsibilities:

The Director of Client and Workforce Interaction will oversee all initiatives related to customer service and employee engagement, ensuring a seamless experience for both clients and staff.
  • Develop and maintain strong relationships with senior leadership across various sectors.
  • Lead customer engagement initiatives, including managing feedback mechanisms and surveys.
  • Enhance the overall client experience by strategically addressing customer satisfaction touchpoints.
  • Collaborate with internal departments to create a cohesive experience for clients.
  • Address customer complaints and escalate issues to the appropriate authorities when necessary.
  • Work with marketing teams to design campaigns that attract potential clients.
  • Assist in developing training programs for staff to improve customer service skills.
  • Implement and manage employee engagement strategies to foster a positive workplace culture.
  • Participate in onboarding processes for new hires across the organization.
  • Support educational workshops and events related to career development.
  • Perform additional duties as required.
Qualifications:
  • 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 initiatives.
  • Active professional licenses as required.
  • Comprehensive understanding of the loan process from start to finish.
  • Familiarity with current credit trends and regulations.
  • Proficient in Loan Origination Systems and Microsoft Office Suite.
  • Strong creative problem-solving skills.
  • Excellent public speaking and presentation abilities.
  • Outstanding verbal and written communication skills.
  • Ability to manage multiple tasks in a dynamic environment.
  • Self-driven and adaptable to changing priorities.
Technical Proficiencies:
  • Microsoft Office Suite, including Word and Outlook
  • Loan Origination Systems
  • Design and editing software
Physical Requirements:
  • Ability to lift up to 25 pounds
  • Mobility to navigate various environments
Compensation: The Ladders offers a competitive salary range with performance incentives, along with access to a robust benefits package including health insurance and retirement plans. #LI-TB1
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