Axos Bank About This Job The Consumer Deposits Contact Center, Team Lead position is a full-time role based in our Manila 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.
Primary Responsibilities Lead dedicated team of frontline support agents (Direct Bankers). Track and manage daily, weekly, and monthly performance metrics of the 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 touch base and QA coaching sessions. Manage bi-annual review process for direct reports. Execute real-time coaching and development of direct reports. Handle escalated contacts or call back requests. Manage daily and weekly time and attendance procedures. Assist with onboarding and upskilling training sessions with direct reports. Required Skills/Abilities Experience working with business intelligence tools to identify performance opportunities. Comfortable with a 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. Education and Experience 1+ 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. 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).
Pre-Employment Background Check, Medical, and Drug Test: All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment medical and drug screening.
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.
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