What are the responsibilities and job description for the Marketing Coordinator, Voice of Customer position at Axos Bank?
Axos Bank
Reporting to the VP, Voice of Customer, this position collects customer feedback across a variety of internal and external sources, responds to social posts and reviews, escalates customer issues, and coordinates key activities related to reputation management.
This is a fantastic opportunity to join a research-based team, collaborate with cross-functional departments, and see how progressive improvements in customer experience can have a major impact on the organization’s long-term profitability.
Target Range:
$25.00/Hr. - $31.00/Hr.
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: 10%
Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%
These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.
About This Job
Axos Financial is looking for a Marketing Coordinator, Voice of Customer (VoC), who will play an important role in the execution of our customer feedback and reputation management programs across all lines of business: consumer, commercial, securities, and clearing.Reporting to the VP, Voice of Customer, this position collects customer feedback across a variety of internal and external sources, responds to social posts and reviews, escalates customer issues, and coordinates key activities related to reputation management.
This is a fantastic opportunity to join a research-based team, collaborate with cross-functional departments, and see how progressive improvements in customer experience can have a major impact on the organization’s long-term profitability.
Responsibilities
- Use VoC platforms and external sites to gather and record daily customer feedback
- Identify the customer who left an external review whenever possible and create feedback cases for follow up
- Respond to customer feedback in multiple channels, escalating issues that require business or compliance action and following up to ensure resolution
- Reach out to customers directly, as directed, to gather additional information or to notify the customer about a resolution
- Generate recurring and ad hoc reports related to customer feedback volume, sentiment, themes, and trends – present these reports to stakeholders
- Receive incoming requests for the VoC team and coordinate owners and action plans, ensuring that requestors are communicated with in a timely manner
- Enter action plans into team workflow platform (Workfront) and ensure proper resourcing and timelines are set
- Monitor the execution of in-process projects, ensuring issues are escalated and materials are approved by requestors and compliance
- Coordinate reporting and event schedules and send related communications
- Build strong relationships with peers and stakeholders
- Drive or assist special projects as needed
Qualifications:
- Bachelor’s degree in Marketing, Business, Communications, or a related field
- 1 year of marketing related experience
- 1 year of customer facing experience
- Professional experience that required strong organization, independent work, and interaction with multiple teams and levels of seniority within the company
- Process and data-oriented with a high level of attention to detail
- Excellent communications skills, including listening, presenting, writing, proofreading, and editing
- Passion for customer-centricity and a strong desire to drive positive, measurable change based on customer feedback
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
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.
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