Consumer Customer Operations Supervisor

Axos Bank

$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.

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.

• 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.

• 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.

• 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

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.

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…