Axos Bank

  • Call Center Team Leader

    Job Locations US-NV-Las Vegas
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    Job ID
    Job Type
    Regular Full-Time
    Single Family Residential Consumer Direct - Purchase
  • Description:

    Born digital, Axos BankTM is publicly traded on the New York Stock Exchange (NYSE: AX). Axos Bank has reinvented the banking model, growing to nearly $10 billion in assets in just 19 years. With a broad and ever-growing range of financial products, Axos Bank is rated among the top 5 online banks in the country! 


    We bring together human insight and digital expertise to anticipate the needs of our customers. Our team members are innovative, technologically sophisticated, and motivated to achieve.


    The primary responsibility of the Client Success Rep Team Leader is successful management of a team of Client Success Representatives (CSRs), achieving call center volume, required performance metrics and business unit objectives. The Client Success Team Leader will be responsible for identification of talent, recruiting, training and the development of the team.

    • Recruit and retain Client Success Representatives
    • Coach team on performance optimization, overcoming objectives and various sales and service initiatives
    • Achieve required call volume and transfer rate to support organizational objectives
    • Manage the CSR performance, motivation, scheduling, training, and administration of policies/procedures
    • Advise and assist in resolution of customer complaints concerning any area of the company
    • Teach sales techniques in an environment with company provided leads
    • Work with SVP to achieve team/department monthly goals
    • Collaborate with the Sales departments to assist in the flow of production/sales

    Key Skill Sets or Knowledge Requirements:

    • Call center management with exceptional customer service and pipeline management
    • Excellent verbal and written communication skills
    • Learn quickly
    • Detail-oriented with the ability to multi-task and manage time exceeding goals for a metrics based environment
    • Microsoft Office
    • Proficient in Velocify or alternative lead management system

    Desired Career Experience & Education Requirements:

    • Phone/internet lead solicitation experience
    • Proven development and implementation of new strategies and procedures


    • Bachelor's degree
    • 3+ years Call Center Management with a record of success in an outbound, inbound/blended environment

    Apply directly for consideration as we are not using any outside agencies for any of our openings


    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.


    Equal Employment Opportunity:


    Axos Bank 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.



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