Consumer Customer Operations Supervisor

Axos Bank **Target 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 Job** 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. **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 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). [Learn more about working at Axos](https://www.axosbank.com/Careers) **Pre-Employment Background Check and Drug Test:** All offers are contingent upon the candidate successfully passi…