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Axos Bank
HQ, CA | Full Time
$97k-122k (estimate)
7 Months Ago
Customer Experience Manager
$97k-122k (estimate)
Full Time | Lending & Credit 7 Months Ago
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Axos Bank is Hiring a Customer Experience Manager Near HQ, CA

Job Summary and Opportunity

Axos Bank is hiring a Customer Experience Manager for our Deposit Operations team. 

The role involves monitoring customer interactions through various channels such as calls, emails, and chats to ensure that processors are following established procedures and delivering a positive customer experience. The person in this role will be responsible for analyzing key performance indicators (KPIs) and providing recommendations for improvements. They will also develop training guides and provide training to processing staff. The job requires keeping up-to-date with industry best practices, trends, and company objectives to identify opportunities for efficiency and quality control. Additionally, they will be responsible for researching and drafting responses to customer complaints and providing reporting and data analysis to improve the customer experience.

Responsibilities

  • Performs call/email/chat monitoring and provides feedback to processors on opportunities to improve performance, procedures, and customer experience
  • Produce well-researched, well-written content for training guides
  • Draw on industry best practices, current events and trends, customer needs, and company objectives to generate ideas for efficiency and quality control
  • Ensure consistency of brand voice and tone
  • Monitor and analyze the performance of key performance indicators (KPIs) and offer suggestions for improvement
  • Manage and track multiple projects while juggling shifting priorities
  • Completes research and drafts responses to customer complaints
  • Provides/develops reporting and data analysis pertinent to customer experience improvements, standards and quality control
  • Make recommendations for policy and procedure changes based on quality monitoring trends for customer experience and processing improvement
  • Maintains current knowledge of updated products/services, and new training procedures, methods and techniques
  • Participates in design of service level monitoring formats and quality standards
  • Develop detailed training guides and provide training as needed to processing staff
  • Assist and back-up with other duties, as assigned

Requirements

  • College degree or equivalent years of work experience
  • 3 years banking background
  • Customer service
  • Excellent interpersonal, facilitation, and relationship management skills
  • Resourcefulness and creativity in solving business problems
  • Compliance and/or audit experience

APPLY DIRECTLY FOR CONSIDERATION

Born digital, Axos Bank has reinvented the banking model and grown to over $18.4 billion in assets since our founding in 2000. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 digital banks in the country! Axos Financial is our holding company and publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.

Learn more about working here! 

A targeted annual base salary of USD $68,000/Yr. - USD $ 68,000/Yr, based on the experience, skills, and education/certification required for this position. Eligibility for a discretionary semi-annual incentive compensation plan, based upon performance, payable in cash and/or share grants (RSU’s) that may vest over time. The annual discretionary target bonus percentage is up to 20%.

Axos benefits and perks include:

  • 3 weeks’ Vacation, Sick leave, and Holidays (about 11 a year); Medical, Dental, Vision, Life insurance and more
  • 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 Self-Directed Trading

Pre-Employment 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 Bank 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.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Lending & Credit

SALARY

$97k-122k (estimate)

POST DATE

08/12/2022

EXPIRATION DATE

06/03/2023

WEBSITE

axosbank.com

HEADQUARTERS

SAN DIEGO, CA

SIZE

100 - 200

FOUNDED

2000

CEO

GREG GARRABANTS

REVENUE

$500M - $1B

INDUSTRY

Lending & Credit

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About Axos Bank

Axos is a technology-driven financial services company providing a diverse and ever-growing range of innovative products and services for personal, business and institutional clients nationwide. Powered by exceptional team members, a clearly defined set of values and a culture that is both meritocratic and self-governing, we are transforming banking as we know it. Our mission is summed up in two words: Banking Evolved. Banking Evolved means providing products and services that are technologically superior to our competitors and that offer our customers an unbeatable value proposition. Banking ...Evolved means continuously innovating and excelling in the following areas: The incubation, creation and deployment of new businesses and tools that best serve our customers; The evolution, optimization, delivery, distribution and marketing of our products; The harnessing of data and technology to manage our business most effectively and efficiently; and The development and engagement of our team members. To be part of the Axos team is to live our values as your own, to work with a strong sense of individual purpose and to embody a commitment to the shared success of our business. As a meritocracy, we believe that success is earned. We reward individuals on the basis of their achievements. As a self-governing organization, we derive strength from the internal resourcefulness of each individual. We emphasize independence, goal-setting and personal accountability. Member FDIC | NMLS #524995 More
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If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

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Begins with understanding each customer and their specific need.

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Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.

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They supervise the customer experience and service teams, direct and monitor their activities and train their members.

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They're also responsible for leading both the customer service and the customer experience teams.

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Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Experience Manager jobs

They work alongside upper management to promote retention of customers and overall positive experience with the brand.

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Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.

01/20/2022: Passaic, NJ

Measure and analyse customer feedback.

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Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.

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Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.

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Step 3: View the best colleges and universities for Customer Experience Manager.

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