Director of Customer and Employee Engagement

• 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.

• 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.

• Microsoft Office Suite, including Word and Outlook 
• Encompass 
• Simple Nexus/nCino 
• Canva and/or other editing software 
• Eilant Transport 

• Ability to lift up to 25 pounds 
• Climbing up and down stairs 
• Stooping/bending
  
  
   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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