Consumer Customer Operations Supervisor

Axos Bank • Las Vegas, NV

9d • $20 - $28 • Onsite

About The Position

The Consumer Deposits Contact Center, Supervisor position is a full-time role based in our Las Vegas office. The candidate fulfilling this role will join the Consumer Banking support team for Axos Bank and will be responsible for managing a dedicated team of frontline support agents (Direct Bankers). We are searching for a driven customer first contact center leader, who can coach and motivate their team to deliver a best-in-class customer experience to all our customers. An ideal candidate will take a data driven approach to create action plans and leverage their team’s strengths to drive results.

Requirements

• Experience working with business intelligence tools to identify performance opportunities.
• Comfortable with data driven approach to create action plans that will drive results.
• Strong written and verbal communication skills and ability to present information in a clear and concise manner.
• Familiarity with call center performance metrics, including, but not limited to: CSAT (Customer Satisfaction), Quality Assurance scores, and interaction KPIs (ASA, TTFR, AHT, etc.)
• Experience working in a fast-paced environment and ability to solve problems with a varying degree of complexity and difficulty.
• Strong understanding of our banking products and services offered.
• Knowledge of relevant banking regulations.
• Ability to handle sensitive information securely.
• Experience using Salesforce or equivalent Customer Relationship Management software.
• Previous Banking experience is required.
• 2+ years of experience in Call Center Supervisor role supporting retail banking or technical campaign.
• Knowledge and expertise within the banking or finance industry.
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.)
• High School Diploma.

Nice To Haves

• Bachelor's Degree a plus.

Responsibilities

• Lead Dedicated team of frontline support agents (Direct Bankers).
• Track and manage daily, weekly and monthly performance metrics of team.
• Attend and contribute to weekly operational meetings.
• Support with the development and enhancement of supporting materials.
• Ensure adherence to regulatory requirements and policies.
• Monitor and manage supervisor escalations and tier 3 case queues.
• Escalate technical and emerging issues to appropriate stakeholders.
• Facilitate bi-weekly weekly touch base and QA coaching sessions.
• Manage bi-annual review process for direct reports.
• Execute real time coaching and development of direct reports.
• Handled escalated contacts or call back requests.
• Manage daily and weekly time and attendance procedures.
• Assist with onboarding and upskilling training sessions with direct reports.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
• 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 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