VP, Consumer Banking Support

Axos Bank

Target Range:

$110,000.00/Yr. - $130,000.00/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: 12.5%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 12.5%

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

About This Job

The Vice President of Consumer Banking Support will oversee the operations for the Consumer Banking 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 operations 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 Banking Call Center to ensure operational efficiencies and high customer satisfaction.

·         Oversee workforce management, training/talent development, Quality Assurance operations.

·         Identify ways to automate or prevent incoming calls by collaborating with our Technology and Product teams to create more self-service 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.

·         Drive change and innovation while removing roadblocks within the Deposits Contact Center by championing performance and efficiencies.

·         Develop 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.

Qualifications:

·         10+ years of progressive leadership experience in consumer banking, financial services operations, or customer service operations.

·         Demonstrated success leading large-scale, multi-site, and/or centralized operations teams within a highly regulated financial services environment.

·         Proven track record of driving operational strategy and performance, customer satisfaction, employee engagement, and business results through effective leadership and execution.

·         Exceptional communication, relationship-building, and executive stakeholder management skills, with the ability to influence across all levels of the organization.

·         Experience utilizing data analytics, performance dashboards, and KPI reporting to identify opportunities, mitigate risks, and drive operational excellence.

·         Strong understanding of customer experience management, operational service level metrics, quality assurance, workforce management, and continuous improvement methodologies.

·         Results-oriented leader with a continuous improvement mindset and a passion for delivering exceptional customer experiences while achieving operational efficiency.

Axos Employee Benefits May Include:

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).

Learn more about working at Axos

Pre-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 Notices

Axos 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)