Digital Banking Specialist

Axos Business Center, Corp

About This JobThe Digital Banking Specialist 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 day-to-day customer support for our Consumer Deposits team.

An ideal candidate will be comfortable managing contacts with customers through multiple contact channels (phone, email, chat). We are looking for someone who has strong verbal and written communication skills and is highly organized. In this role you will be required to maintain a high customer satisfaction rating by quickly analyzing the issues presented, assessing the root cause, and providing a swift and comprehensive solution to each customer.

Primary Responsibilities

Act as an advocate for each customer and ensure a successful resolution for every contact received.

Deliver high quality service across multiple support channels (phone, chat, email).

Respond to and escalate technical issues or questions.

Meet personal and team goals related to quality assurance and customer satisfaction.

Follow proper procedures to investigate customer requests, and accurately log the reason for contact.

Research and escalate complex issues as necessary.

Offer alternate products or services offered at the bank to promote loyalty and improve each customer’s experience.

Facilitate outbound calls to customers to support with incomplete applications and unfunded accounts.

Required Skills/Abilities

Strong written and verbal communication skills and ability to present information in a clear and concise manner.

Experience working in a fast-paced environment and ability to manage contacts with a varying degree of complexity and difficulty.

Strong understanding of banking products and services offered.

Excellent problem-solving ability.

Knowledge of relevant banking regulations.

Ability to handle sensitive information securely.

Experience using Salesforce or equivalent Customer Relationship Management software.

Ability to type 45 wpm.

Education and Experience

6 months of experience in Call Center role supporting retail banking or technical campaign.

Experience using written communication.

Knowledge and expertise within the banking or finance industry.

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.

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