AVP, Consumer Deposits Contact Center

Axos Bank

Target Range:

$85,000.00/Yr. - $100,000.00/Yr.

Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

The Assistant Vice President Consumer Deposits Support will oversee the operations for the Consumer Deposits call center, under the direction and in partnership with the Consumer Banking division of Axos Bank. In addition to managing day to day operations, this individual will be accountable for team performance goals, and the execution of all support processes and procedures, in accordance with regulatory guidelines and performance expectations.

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 utilize a hands-on, professional, and customer-service oriented approach, to ensure perpetual improvement in productivity, quality, and customer experience measures. In this position you will be expected to implement strategic initiatives and drive continuous improvement and operational controls in a rapidly changing business environment. To be successful in this role, the candidate must demonstrate strong strategic vision, business acumen, collaboration, and leadership skills.

Responsibilities:

• Create and drive the strategic vision for the Consumer Deposit Call Center to ensure operational efficiencies and high customer satisfaction
• Provides engaged leadership, including coaching and development, hiring, setting and monitoring of annual performance goals; drive and foster organization-wide performance standards, expectations and practices to support ongoing team member and process development
• Identify ways to automate or prevent incoming calls by collaborating with our Technology and Marketing teams to create more self-servicing functionalities
• Develop and implement congruent management framework related to complaint and workforce management, consistent QA monitoring and training, staff growth and compensation plans
• Manages the overall operational activities ensuring that resources are allocated appropriately, and strategic goals are met in accordance with established metrics and business plans
• Develop appropriate tools to provide coaching, development, and evaluation of employee performance to sustain a high performing, customer centric team
• Drives change and innovation while removing roadblocks within the Deposits Contact Center by championing performance and efficiencies
• Develops and implements “best practice” operational processes with a strong emphasis on sales mentality, continuous improvement, and exceptional customer service
• Ensure all regulatory compliance requirements are always met within Customer Service departments

Requirements:

• Bachelor's degree
• 3+ years' managing a Call Center in the Financial Services industry
• Experience with vendor management / business process outsourcing (BPO)
• Proven track record in effective leadership and providing excellent customer service
• Experience with staff performance evaluations and knowledge of customer service metrics
• Ability for quick thinking and getting things done under time constraints
• Experience managing both inbound and outbound teams
• Proficiency in Salesforce
• Basic financial analysis knowledge (cost-benefit, cost efficiency, etc.)

Axos Employee Benefits May Include:

• 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

About Axos

Born 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).