Consumer Customer Operations Supervisor

Axos BankTarget Range:$20/Hr. - $27.88/Hr.Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.This is a commission eligible role.About This JobThe 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.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. 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. Qualifications: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. Bachelor's Degree a plus. Axos Employee Benefits May Include:Medical, Dental, Vision, and Life InsurancePaid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)HSA or FSA account and other voluntary benefits401(k) Retirement Saving Plan with Employer Match Program and 529 Savings PlanEmployee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed TradingAbout AxosBorn digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).Learn more about working at AxosPre-Employment Background Check and 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 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.E-Verify and Right to Work NoticesAxos participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States. The E-Verify program is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.IER Right to Work Poster (English/Spanish)E-Verify Participation Poster (English/Spanish)SummaryLocation: Las Vegas, NVType: Full time