Consumer Customer Operations Analyst - Tier 2

Axos Bank • Las Vegas, NV

2d

About The Position

This is an advanced Tier 1 and emerging Tier 2 customer support role requiring deeper product knowledge and increasing ownership of non-routine cases. The position is customer-facing and serves as the primary contact for selected clients. The analyst demonstrates leadership and collaboration with colleagues and other departments, helping resolve complex issues, including compliance matters.

The role supports customers by phone, secure and unsecure email, and live chat. It involves explaining products and services, researching and resolving customer issues, escalating problems that cannot be resolved, and learning and applying procedures and job-related information accurately and promptly.

The target pay range is $21.00–$25.00 per hour. Actual starting pay may vary based on factors including geographic location, experience, skills, specialty, and education. This role is commission eligible.

Requirements

• High school diploma.
• At least 2 years of client-facing customer service experience.

Nice To Haves

• Customer service experience in banking, financial services, or a regulated environment.

Responsibilities

• Communicate with customers by telephone to provide product and service information, troubleshoot, and resolve customer issues.
• Resolve problems by clarifying issues, researching answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Describe products and services to customers to respond to questions and issues.
• Learn and apply procedures and comprehensive new job-related information in a timely and accurate manner, and recall and apply that information during customer calls and emails.
• Answer secure and unsecure email and live chat inquiries by clarifying the requested information, researching and locating answers, and providing accurate responses.
• Collaborate with team members and other departments and assist colleagues with complex problem resolution, including compliance issues.
• Serve as the primary contact for selected clients and take growing ownership of non-routine problems.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid sick leave
• Three weeks of vacation
• About 11 holidays per year
• HSA or FSA account
• Other voluntary benefits
• 401(k) retirement savings plan with employer match
• 529 savings plan
• Employee mortgage loan program
• Free access to an Axos Bank account with self-directed trading

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED