Digital Banking Specialist

2 weeks ago

Central Luzon, Philippines Axos Business Center Corp Full time

The 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
  • 2 years 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.
  • Bachelor's Degree/level

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