Consumer Customer Operations Analyst - Tier 2

Axos Bank•San Diego, CA

About The Position

This is an advanced Tier 1 and emerging Tier 2 customer support role requiring deeper product knowledge and growing ownership of non-routine cases. The position is customer-facing and serves as the primary contact for selected clients. The analyst demonstrates leadership and collaborates with colleagues and other departments to resolve complex problems, including compliance issues. The 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 issues, and resolve customer concerns.
Clarify customer issues, research possible answers and alternative solutions, implement solutions, and escalate unresolved problems.
Describe products and services to address customer 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.
Respond to secure and unsecure email and live chat inquiries by clarifying the information requested, researching and locating relevant information, and providing accurate responses.
Collaborate with team members and other departments to assist with complex problem resolution, including compliance issues.

Benefits

Medical, dental, vision, and life insurance.
Paid sick leave, three weeks of vacation, and approximately 11 holidays per year.
HSA or FSA account and 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.

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