Axos Bank - San Diego, CA
posted 2 months ago
The Small Business Banking Operations Specialist will play a crucial role in ensuring efficient and effective operations within our small business banking division. This position involves coordinating various operational tasks, sales support, helping clients via phone and email, and collaborating with internal teams to enhance the overall customer experience. The specialist will serve as one of the primary points of contact for small business clients, addressing inquiries, resolving issues, and providing guidance on banking products and services. In this role, the Operations Specialist will oversee day-to-day banking operations, ensuring compliance with regulatory requirements and internal policies. They will prepare reports and certifications on operational performance, client feedback, and process improvements for management review. The specialist will work closely with the sales and onboarding teams to facilitate new account processing and ensure a smooth experience for clients. This includes making outbound calls to future customers to collect supporting documentation necessary for the onboarding process and taking inbound calls from existing and new customers to assist with servicing and/or sales questions. Additionally, the Operations Specialist will manage inbound customer service cases, ensuring timely responses and adequate resolutions. They will assist in training new staff members on operational processes and client service standards, identify opportunities for procedural and process enhancements aimed at operational efficiency and enhanced client service, and participate in projects directed towards improving banking processes and technology adoption. The specialist will also test new products/services for the business unit to identify issues or bugs before the rollout date and perform due diligence on new small business deposit account applications to assess risk and ensure compliance with BSA/AML regulations. Finally, they will provide sales support to the Relationship Managers/Sales team and partner with them to ensure an exceptional client experience.