Commercial Loan Servicing Specialist

About the role

Axos Bank Target Range: $22.50/hr. - $28.00/hr. Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education. Eligible for an Annual Discretionary Cash Bonus Target: 12.5% Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 12.5% These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

Responsibilities

• Support customers and resolve inquiries via portal requests, phone, and email cases related to commercial loan servicing, including payments, payoffs, account status, and other related transactions
• Investigate and research customer requests, explore alternative solutions to ensure successful resolution, and appropriately close and disposition each interaction
• Absorb and maintain a comprehensive understanding and expertise in the financial industry by learning and applying relevant procedures and regulations, ensuring compliance with industry standards while maintaining strict confidentiality and safeguarding customer information
• Work closely with your team and leadership to propose, develop, and actively contribute to the creation and enhancement of new processes and tools — improving support workflows, increasing efficiency, and ensuring seamless integration with business operations while aligning with organizational goals and best practices
• Take ownership of each customer interaction, treating every customer with respect and responding with empathy

Qualifications

• High school diploma or equivalent
• 1-2+ years of customer success and problem-solving experience in a call center environment
• Punctual attendance, with outstanding work ethics
• Excellent written communicator
• Possess excellent keyboard skills and etiquette
• Knowledge of Windows, Microsoft Office applications, and Internet browsers
• Quickly and accurately perform multiple tasks
• Ability to react effectively and calmly in escalated situations
• Exceptional listening, questioning, and call control techniques
• Maintain customer confidentiality
• Sound and thorough knowledge related to products and services
• Ability to work in a high-volume work center
• Fluent in Spanish is a plus

Benefits

• 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).

Job Functions and Work Environment

• 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.

E-Verify and Right to Work Notices

Axos participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States. The E-Verify program is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. IER Right to Work Poster (English/Spanish) E-Verify Participation Poster (English/Spanish)