Director of Customer and Employee Engagement
Description
What You’ll Do:
The Director of Customer and Employee Engagement is responsible for managing all customer service-related initiatives, including resolving consumer complaints. In addition, this position focuses on improving employee engagement activities for all of Parkway Financial Group from onboarding through the total employee experience.
- Maintain and manage relationships with all senior leadership within financial services and our builder partner.
- Manage IHL’s customer engagement initiatives including but not limited to pre-close/move-in survey management.
- oversee The Inspire Experience – customer satisfaction touch points which includes strategically working with customers to improve their overall home-financing experience.
- Works with Parkway Title/IHL escrow/IHL Insurance to create an experience to mirror The Inspire Experience
- Customer complaint resolution and escalate to Chief Compliance Officer, when necessary,
- Partner with Century Communities’ & IHL’s Marketing Department to create campaigns to encourage potential buyers to purchase a Century Communities home and utilize Inspire Home Loans as their lender.
- Work in tandem with management to create coaching plans for Loan Officers as related to customer service improvement.
- Manage, strategize, and implement employee engagement initiatives including but not limited to, Company-wide communications and engagement activities to increase morale.
- Participate in new hire training/on-boarding for Parkway Financial Group (Century Communities Affiliated Companies, IHL, Parkway Title and IHL Insurance).
- Supports Century Communities’ “How to Buy A Home Workshop” by assisting facilitating the events whenever needed. Provides daily, weekly and monthly reporting to the business on Eilant customer satisfaction, sales status reports, builder financial incentives, and reports as needed on demand.
- Perform other duties as needed or assigned.
What You Have:
- Bachelor’s degree or equivalent combination of education and experience is required.
- 10+ years of experience in the financial services industry with a customer service focus.
- 3+ year of proven employee engagement activities to boost morale.
- Active NMLS License, residing state and able to obtain additional states as necessary.
- Knowledge of the entire life cycle of a loan experience from pre-qualification to post-closing.
- Well versed and up to date on all credit trends.
- Up to date knowledge of all state and federal mortgage regulations (FCRA, ECOA, RESPA, TILA).
- Expertise of Loan Origination Systems (Encompass, nCino).
- Well versed in Microsoft Office Suite, Canva & Other Editing Software.
- Creative thinking and ability to implement ideas.
- Excel in public speaking/presentation skills.
- Superior verbal and written communication skills.
- Forward thinking & deadline driven.
- Ability to multi-task in a fast-paced environment.
- Flexible and able to prioritize.
- Self-motivated and independent.
Systems the position will be working in: (below is an example)
- Microsoft Office Suite, including Word and Outlook
- Encompass
- Simple Nexus/nCino
- Canva and/or other editing software
- Eilant Transport
License Requirements: (Driver’s license, Real estate broker or agent, GC license) NMLS State license
Physical Requirements: (below is an example)
- Ability to lift up to 25 pounds
- Climbing up and down stairs
- Stooping/bending
About Inspire Home Loans
As an affiliate of Century Communities—one of the nation's largest homebuilders and industry leader in online sales—we strive to make the dream of homeownership possible. We’re proud to be part of the company’s mission to create thriving, enduring neighborhoods with lasting livability, focusing on building sustainable, affordably priced homes for our customers while reducing our carbon footprint. For team members, our goal is to provide the resources, opportunities, and benefits to build successful and rewarding careers. We’re committed to fostering an environment of diversity, inclusivity, and respect, and building a culture dedicated to ethical business behavior and responsible corporate activity.
Compensation: Inspire Home Loans intends to offer the selected candidate an annual pay rate in the range of $115,000-$140,000 with the potential for an annual incentive. Actual offers will be based on a variety of factors including experience. Employees will have access to paid time off, medical, dental, vision, basic life insurance and the Company's 401k plan.
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