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Customer Experience Manager

Full Time | Lending & Credit 5 Months Ago

Job Summary and Opportunity

The Customer Experience Manager performs call/email/chat monitoring and provides feedback to processors on opportunities to improve performance, procedures, and customer experience. This Manager maintains current knowledge of updated products/services, and new training procedures, methods, and techniques for overall team development. 

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 
  • 3 years' banking operations and financial industry regulations
  • Leadership experience
  • 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 $15 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! 

 

 

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.

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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The following is the career advancement route for Customer Experience Manager positions, which can be used as a reference in future career path planning. As a Customer Experience Manager, it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager. You can explore the career advancement for a Customer Experience Manager below and select your interested title to get hiring information.

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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.

Quotes from people on Customer Experience Manager job description and responsibilities

Begins with understanding each customer and their specific need.

01/05/2022: Muskegon, MI

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

02/23/2022: Lima, OH

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

01/19/2022: Pensacola, FL

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

02/21/2022: Charleston, SC

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.

02/11/2022: Roanoke, VA

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.

12/23/2021: Idaho Falls, ID

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.

02/11/2022: Bradenton, FL

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

12/21/2021: Alexandria, LA

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

03/03/2022: Newark, NJ

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

Butler University
Carroll College
Cooper Union
High Point University
Princeton University
Providence College
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