Team Lead, Consumer Deposits

Posted 6 Days Ago
Be an Early Applicant
Clark Aero Club, Angeles, Pampanga, Central Luzon
Junior
Fintech
The Role
The Team Lead will manage a team of frontline support agents in the Consumer Deposits Contact Center, focusing on delivering exceptional customer service. Responsibilities include tracking team performance metrics, coaching staff, handling escalated contacts, and ensuring regulatory compliance within the banking sector.
Summary Generated by Built In

Axos Bank

About This Job

The Consumer Deposits Contact Center, Team Lead position is a full-time role based in our Manila 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.

Primary Responsibilities

  • 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.

Required Skills/Abilities

  • 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.

Education and Experience

  • 1+ 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.

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 Business Center

Pre-Employment Background Check, Medical, and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment medical and drug screening. 

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.

The Company
HQ: San Diego, CA
1,001 Employees
On-site Workplace
Year Founded: 2000

What We Do

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.

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