Customer Experience Specialist

CX Specialist I

As CX Specialist I at Coastal, you will provide support for internal and customer calls, assist with online and mobile banking, and act as a first point of contact to resolve issues related to digital payment channels, digital banking systems, and card transactions. You will conduct research, craft effective communications, and contribute to the overall efficiency of the CCX team by suggesting process improvements and ensuring adherence to compliance policies.

Responsibilities to include:

• Provide support for incoming internal phone calls and customer calls received through the main phone numbers of the department and bank.
• Provide customer support for online banking, including browser troubleshooting.
• Initiate outbound phone calls to branch/department staff and customers as a response to requests for support or troubleshooting ongoing issues.
• Conduct research and bring to resolution situations or issues as a resource for products or services within the CCX Team's area of operation and oversight.
• Craft correspondence using effective and appropriate language, grammar, and punctuation to communicate with branch and/or department staff and external customers via instant messaging and email.
• Support installations and use of mobile banking applications, including mobile deposits, bill payments, person-to-person payments, account-to-account transfers, mobile wallets, and card controls via mobile applications.
• Provide technical support for digital payment channels, including person-to-person and bill payments.
• Assist bank staff in the resolution of issues related to digital banking systems, services, and products.
• Conduct research to provide problem resolution or support for both internal and external customers for matters related to statements, notices, transactions and processing.
• Assist in the oversight, review, and approval of transactions and exceptions within assigned authority limits for digital payment channels and remote deposit systems.
• Provide general support for existing customers with treasury management services and products.
• Prepare, present, and analyze report data and forms.
• Understand policy and risk processes and contribute to the overall mitigation and minimization of risk and exposure for CCX team processes, services, and products.
• Adhere to all regulations and compliance policies.
• Assist in the routing of CCBX Partner's clients who call CCB for support and act as an interface conduit or liaison between CCX and CCBX Operations, helping to maintain and strengthen the close bond the Customer Support Center has with the CCBX division's operations staff.
• Develop an understanding and regularly update knowledge and resources for all products and services offered.

Qualifications:

• Able to report to the office a few times a year.
• Ability to successfully manage multiple tasks/projects and deadlines simultaneously.
• Demonstrated ability to work well independently and within a team environment.
• Ability to conduct research and provide resolution for complex issues.
• Excellent interpersonal, verbal, and written communications skills.
• Ability to resolve simple problems with minimal or no guidance.

Education/Experience:

• 1+ year of relevant experience in customer service or digital banking services; OR an Associate degree in Business Administration, Communications, Information Technology, or a related field; OR an equivalent combination of education and relevant work experience.
• Familiarity with using online banking and mobile banking applications.
• General awareness of treasury management products and services.
• Experience with Microsoft 365 applications, including Excel, Outlook, PowerPoint, and Word preferred.

How you'll thrive at Coastal:

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize your personal development.
• Be Relentless – Thrive in a goal-oriented environment exercising both patience and persistence. Advocate for our customers and team members and strive to promote the Coastal Difference.
• Be Un-Bankey – Be a forward thinker with a creative mindset. Build long-lasting relationships promoting the Coastal Difference, built on a foundation of integrity, honesty, and trust.
• Embrace Gray Thinking – Use sound judgment while decision-making and problem-solving. Think outside the box.
• Stay Flexible – Organize and strategize effectively while always being prepared to adapt on the fly. Seek efficiencies for Coastal to work smarter, not harder.
• Take Care of Each Other – Understand what it means to be a true team player and have your teammate's back. Practice self-awareness and build your emotional intelligence.

Being you at Coastal:

Coastal is an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable laws.

Benefits we offer:

• Medical Coverage : Choose from three competitive medical plans to find the coverage that best fits your needs and lifestyle.
• Health Savings Account (HSA) : Available with eligible medical plans, offering tax advantages and employer contributions.
• Flexible Spending Accounts (FSA) : Options for healthcare and dependent care expenses to help you save on out-of-pocket costs.
• Dental and Vision Insurance : Plans to keep you and your family smiling and seeing clearly.
• Life Insurance : Company-paid basic life insurance with options to purchase additional coverage for yourself and your dependents.
• Long-Term /Short-Term Disability (LTD) : Income protection in the event of a long-term illness or injury.
• Supplemental Benefits : Including Hospital Indemnity, Accident Insurance, and Critical Illness coverage to provide extra financial support when you need it most.
• 401(k) Retirement Plan : A competitive retirement savings plan with company matching to help you plan for the future.
• Paid Time Off : Generous vacation and sick leave policies to support your time away from work.
• Holidays : Enjoy 11 paid holidays throughout the year.

Physical demands:

• Sit for extended periods of time.
• Stand for extended periods of time.
• Perform repetitive finger, hand, and arm movement.
• Use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.
• View and read computer screens for extended periods.
• Occasionally stoop, kneel, crouch, or crawl.
• Occasionally lift or move up to 10 pounds.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.