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Customer Experience Specialist - Hybrid

About the position

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

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.

Requirements

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.
Familiarity with using online banking and mobile banking applications.
General awareness of treasury management products and services.

Nice-to-haves

Experience with Microsoft 365 applications, including Excel, Outlook, PowerPoint, and Word preferred.

Benefits

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.