Assistant Vice President, Customer Experience

Overview:
E4E Relief, the nation’s leading provider of employee disaster and hardship relief funds, and subsidiary of Foundation For The Carolinas are seeking qualified candidates to join our team as a AVP, Customer Experience. For over 20 years, E4E Relief has been the leading provider of unique, charitable business solutions to respond to crisis and hardships quickly and efficiently. We empower companies and employees to respond to crisis by providing a global, charitable solution in times of catastrophic and unexpected need. Our hope is that the solution proves that a heartfelt response creates a stronger connection between a company and employees affected by crisis.

Role description:
The AVP, Customer Experience specializes in the management of enterprise client fund relationships and grant making services to ensure our customers are receiving a high quality of service and satisfied with the service and programs they receive. As the AVP, Customer Experience, your responsibilities include providing excellent customer service and customer engagement, developing, and onboarding new client relationships, and acting as an advisor regarding service and program options. You may serve as both a salesperson and more importantly, a key liaison for E4E Relief’s daily program operations. A key function of this role will be to oversee the day-to-day activities of assigned enterprise Relief Programs for E4E Relief to ensure seamless execution of program objectives and work to maintain operational excellence.

We are seeking a resourceful and enthusiastic person to join our Relationship & Customer Experience Team. The position will report to the VP, Customer Experience and work closely with other technology and operations specialists.

The goals and key responsibilities of this position include the following:
Relationship management:
• Manage enterprise accounts/client relationships; work with clients to identify fund objectives and program needs.
• Ensure clients are highly satisfied with the service they are receiving as demonstrated by continuing to use E4E Relief as their fund management host and provide positive feedback.
• Use complex operational data and analytics to help inform clients about their fund and provide an understanding of how the systems and technology infrastructure help support the program

Fund execution:
• Demonstrate knowledge of offerings and ensure alignment of programs/criteria with individual client needs.
• Utilize guidelines, standards, and policy to assist with development of client specific needs.
• Provide oversight and serve as the liaison between client and internal teams
• Partner closely with operations team to meet all program goals.
• Prepare for client onboarding, account opening/closing, and ongoing/recurring status meetings.
• Review and analyze fund information and data in the CRM.

Risk management and administration:
• Exercise sound, professional judgment on behalf of clients and E4E, while avoiding risks and demonstrate 100% adherence to the compliance requirements of the business, program and ethical requirements, completing documentation and written records of meetings and discussions.
• Elevate high level risk issues with leadership and client fund advisor where appropriate.
• Regularly sync with internal teams to identify other risks and gaps between teams.

Business and professional leadership:
• Provide exceptional customer service and communication skills.
• Be perceived by client as a trusted advisor on the team.
• Ensure regular and consistent communications with existing and prospective clients.

Program delivery management:
• Measure, production and workflow and work with Grantmaking Operations to ensure that E4E Relief meets its contractual service level agreements for volume, timeliness, accuracy, and customer service for the identified programs.
• Develop key partnership and cross functional relationship with Grantmaking operations team members to ensure operations focus
• Review and provide data analysis and program information ensuring data provided to client is accurate, current, and complete at the time of delivery.
• Support and coordinate internal projects that impact the administration of the program.

Program facilitation:
• Develop a command of the client programs and all aspects of the grant-making process including the program policies and relevant IRS guidelines.
• Conduct regular reviews of application statuses and data for reporting purposes using CRM, including but not limited to weekly and monthly reports for our partners.
• Work with Grantmaking Operations to monitor employment verification processes to ensure proper functionality of electronic verification and satisfactory timing on manual verification.
• Monitor CRM to ensure systems are functioning properly, and work with IT Support to quickly remedy issues that occur.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for the position. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications:
Education and experience:
• 5+ years of experience in a related role desired, such as enterprise relationship / account management and demonstrated ability to navigate complex organizations.
• Bachelor’s degree required and Masters degree in relevant field desired
• Strong organizational and analytical skills, with a high attention to detail
• Ability to review, analyze and develop management requirements for complex enterprise contract agreements
• Exceptional oral and written communication skills.
• High level of emotional intelligence and ability to anticipate client needs
• Proficiency in at least one CRM system, Microsoft Office, donor/relational database and building queries and running reports
• Ability to work independently, while maintaining consistent and transparent communication with across teams and with leadership
• Ability to manage multiple and competing priorities and meet deadlines in a dynamic environment
• Ability to learn new skills quickly and adapt to new challenges
• Availability to work evenings and weekends when needed
• General ability to perform the essential functions and overall physical and mental requirements of this position, including stamina to perform tasks over extended periods and ability to occasionally move about to accomplish tasks or move from one worksite and/or workstation to another

This role is in Charlotte, NC. While we are temporarily working remotely during the COVID-19 pandemic, the position will require in-person presence in Charlotte.

To apply:
Interested applicants are welcome to visit our careers page at https://www.fftc.org/careers, and submit an online application, along with a resume and cover letter.