Customer Experience Specialist - Hybrid

Evergreen Way Branch · Remotefull timeRemote

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entry

$0k–$0k

H1B: no

Coastal Customer Experience Specialist at Coastal provides support for internal and customer calls, assisting with online and mobile banking and resolving issues related to digital payment channels and card transactions. The role involves conducting research, crafting communications, and suggesting process improvements while ensuring compliance.

Responsibilities

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.

Qualification

Excellent interpersonalEDUCATION/EXPERIENCEHOW YOU’LL THRIVE AT COASTAL

Required

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

Benefits

Medical
Dental
Vision
401(k)
PTO
Life Insurance

Company

Coastal

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Source: ashby

Active within the past hour

Remote-friendly

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Customer Experience Specialist

Evergreen Way Branch · Remote

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Excellent interpersonalEDUCATION/EXPERIENCEHOW YOU’LL THRIVE AT COASTAL

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