Job description
Job Summary and Opportunity:
The role involves monitoring customer interactions through various channels such as calls, emails, and chats to ensure that processors are following established procedures and delivering a positive customer experience. The person in this role will be responsible for analyzing key performance indicators (KPIs) and providing recommendations for improvements. They will also develop training guides and provide training to processing staff. The job requires keeping up-to-date with industry best practices, trends, and company objectives to identify opportunities for efficiency and quality control. Additionally, they will be responsible for researching and drafting responses to customer complaints and providing reporting and data analysis to improve the customer experience. Responsibilities:
We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.
Learn more about working here!
A targeted annual base salary of USD $68,000/Yr. - USD $ 68,000/Yr, based on the experience, skills, and education/certification required for this position. Eligibility for a discretionary semi-annual incentive compensation plan, based upon performance, payable in cash and/or share grants (RSU’s) that may vest over time. The annual discretionary target bonus percentage is up to 20%.
Axos benefits and perks include:
Pre-Employment Drug Test:
All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.
Equal Employment Opportunity:
Axos Bank is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.
Job Functions and Work Environment:
While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Axos Bank is hiring a Customer Experience Manager for our Deposit Operations team.
The role involves monitoring customer interactions through various channels such as calls, emails, and chats to ensure that processors are following established procedures and delivering a positive customer experience. The person in this role will be responsible for analyzing key performance indicators (KPIs) and providing recommendations for improvements. They will also develop training guides and provide training to processing staff. The job requires keeping up-to-date with industry best practices, trends, and company objectives to identify opportunities for efficiency and quality control. Additionally, they will be responsible for researching and drafting responses to customer complaints and providing reporting and data analysis to improve the customer experience.
- Performs call/email/chat monitoring and provides feedback to processors on opportunities to improve performance, procedures, and customer experience
- Produce well-researched, well-written content for training guides
- Draw on industry best practices, current events and trends, customer needs, and company objectives to generate ideas for efficiency and quality control
- Ensure consistency of brand voice and tone
- Monitor and analyze the performance of key performance indicators (KPIs) and offer suggestions for improvement
- Manage and track multiple projects while juggling shifting priorities
- Completes research and drafts responses to customer complaints
- Provides/develops reporting and data analysis pertinent to customer experience improvements, standards and quality control
- Make recommendations for policy and procedure changes based on quality monitoring trends for customer experience and processing improvement
- Maintains current knowledge of updated products/services, and new training procedures, methods and techniques
- Participates in design of service level monitoring formats and quality standards
- Develop detailed training guides and provide training as needed to processing staff
- Assist and back-up with other duties, as assigned
- College degree or equivalent years of work experience
- 3+ years' in banking
- Customer service
- Excellent interpersonal, facilitation, and relationship management skills
- Resourcefulness and creativity in solving business problems
- Compliance and/or audit experience
Born digital, Axos Bank
has reinvented the banking model and grown to over $18.4 billion in assets since our founding in 2000. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 digital banks in the country! Axos Financial is our holding company and publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).
We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.
Learn more about working here!
A targeted annual base salary of USD $68,000/Yr. - USD $ 68,000/Yr, based on the experience, skills, and education/certification required for this position. Eligibility for a discretionary semi-annual incentive compensation plan, based upon performance, payable in cash and/or share grants (RSU’s) that may vest over time. The annual discretionary target bonus percentage is up to 20%.
Axos benefits and perks include:
- 3 weeks’ Vacation, Sick leave, and Holidays (about 11 a year); Medical, Dental, Vision, Life insurance and more
- HSA or FSA account and other voluntary benefits
- 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
- Employee Mortgage Loan Program and free access to Self-Directed Trading
Pre-Employment Drug Test:
All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.
Equal Employment Opportunity:
Axos Bank is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.
Job Functions and Work Environment:
While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.
The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
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