Chatbot Analyst

Axos Bank

Target Range:

$75,000.00 /Yr. - $90,000.00 /Yr.

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: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

The Chatbot Analyst will partner with the business and be part of a collaborative team responsible for supporting the architectural roadmap and optimization our AI virtual agent, Evo.

It is a technology-focused role, where you will have a deep understanding of all AI-related technologies to successfully partner with the business to develop use cases that are aimed to enhance customer experience, facilitate revenue growth, and contribute to cost savings. You will be expected to be able to collaborate with cross-functional technology teams to design and deliver on the solutions for these use cases.

To be effective in this role you must be able to synthesize inputs from multiple sources and translate those into a clearly articulated technical approach to meet the requirements of our business stakeholders. It is the expectation that you can identify optimal solutions to solve for these opportunities.

In this role, you will be expected to be autonomous, build consensus when there are differing opinions, and ensure you can deliver committed solutions within key milestone dates. Successful candidates will be able to quickly identify any technical blockers in your proposed solution and pivot in a way that will allow you to still deliver on the opportunity, which will often require outside of the box thinking.

This position will be on-site at our HQ in San Diego CA, or Remote, depending upon your location.

Responsibilities:

• Drive new projects and requirements related to optimizing and improving the chatbot experience, partnering with stakeholders and senior leadership
• Develop optimal technical solutions for use cases, including collaborating with cross-functional technology teams to leverage the full tech stack at the bank
• Effectively communicate technical solutions and progress to business stakeholders, product, and project managers
• Continuously monitor chatbot performance and user interactions to identify areas for improvement
• Perform deep analysis of the current state of the model to identify gaps and potential opportunities for improvement
• Participate in fine-tuning efforts of the model by completing training and response updates
• Optimize existing conversation flows and build new ones that enable customers to self-serve
• Identify new features that should be built within the chatbot, either by leveraging existing integrations or by exploring new technologies
• Stay up to date with the latest advancements in AI and NLP technologies to drive innovation within the chatbot framework

Requirements:

• 2+ years' experience working with a natural language processing chatbot or related AI projects  
• Experience working with SQL
• Proven track record of improving chatbot interactions and user satisfaction
• Experience working with cross-functional technology teams
• Experience working in an agile / scrum environment

Preferred:

• Experience with APIs and understanding of their role in chatbot functionality
• An understanding of Banking & Lending

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.