Consumer Customer Operations Supervisor

Consumer Deposits Contact Center, Supervisor

Axos Bank Target Range: $20/Hr.

- $27.88/Hr. Actual starting pay will vary based on factors including 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 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).

• 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 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 the 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.
• Use business intelligence tools to identify performance opportunities.
• Create data‑driven action plans that will drive results.
• Present information in a clear and concise manner.
• Manage calling metrics such as CSAT, QA scores, ASA, TTFR, AHT, etc.
• Operate in a fast‑paced environment and solve problems of varying complexity.
• Understand our banking products and services.
• Apply relevant banking regulations and handle sensitive information securely.
• Use Salesforce or equivalent CRM software.

• 2+ years of experience in a Call Center Supervisor role supporting retail banking or a 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 is a plus.

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave
• 3 weeks’ Vacation
• Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program
• 529 Savings Plan
• Employee Mortgage Loan Program
• Free access to an Axos Bank Account with Self‑Directed Trading

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.

E‑Verify and Right to Work Notices (U.S.):
Axos participates in the U.S. Department of Homeland Security E‑Verify program in all facilities located in the United States.