What are the responsibilities and job description for the Customer Service Rep, Loan Servicing position at Axos Bank?
Target Range:
$17.00/hr. - $19.00/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.
About This Job
Within the Loan Servicing Department, provide customer service to incoming customer calls.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 client 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 escalated or technical issues
Required Skills/Abilities
- 1 years of call center experience preferably in retail banking
- High School Diploma
- Bilingual a must (English and Mandarin)
- 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.
- Ability to handle sensitive information securely
- Experience using Salesforce or equivalent Customer Relationship Management software
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.
Salary : $17 - $19
