CCBX Partner CX Specialist

 ABOUT US

Coastal Community Bank is a little bit of banking and a little bit of tech-ing. The people at Coastal don't just help people with their banking; they help reshape how banking technology allows and serves EVERYONE. We think and work like entrepreneurs, always moving and constantly improving. We care about each other, are go-getters, work hard, and play hard. If you're someone who thrives on innovation, wants to help others succeed, knows how to think outside the box, and believes that we're all in this together -- you belong here.

WHAT YOU’LL DO AT COASTAL

Assists in the day-to-day operations of the CCBX CX Department, with an emphasis on daily operational processes and customer service to Strategic Partners and their clients. 

  HOW YOU’LL DO IT

• Perform daily operational processes in the CCBX Partner Experience (CX) Department to include online banking enrollments/maintenance, analysis account setups and handling of CCBX Partners’ client calls to Coastal as the sponsor bank.
• Recognize ongoing partner needs and help facilitate the delivery of new products.
• Ability to open new accounts in the core bank’s processing systems.
• Act as liaison between various bank departments and the CCBX division to facilitate account maintenance, resolve issues and escalate inquiries.
• Maintain proficient knowledge of the rules and regulations, including but not limited to, the Bank Secrecy Act (BSA), USA Patriot Act, OFAC, Regulation E, Truth in Savings Act (TISA) and Unfair, Deceptive or Abusive Acts or Practices (UDAAP).
• Participate in weekly status calls with CCBX Partners as needed.
• Participate in internal committees and other meetings regarding CCBX Partners.
• Serve as a Partner advocate to CCBX Management.
• Understand Partner Service Level Agreements.
• Escalate and/or resolve Partner and Partner customers’ complaints quickly and effectively.
• Make recommendations to the CCBX Head of Special Projects and CCBX management when and where appropriate. 
• Adhere to all regulations and compliance policies.

WHAT YOU’LL BRING 

QUALIFICATIONS

· Knowledge and understanding of FinTech with a strong technical background.

· Demonstrated ability to work in a team environment.

· Ability to resolve problems with minimal guidance and make general decisions for daily processing. 

· Ability to interface effectively with other departments and operate in a fast-paced environment with minimum supervision.

· Excellent written and verbal communication skills.

· Ability to manage multiple tasks/projects and deadlines simultaneously.

· Attention to detail and accuracy a must.

· Cooperative and professional attitude.

· Ability to effectively present information and respond to questions from management, affected departments and our Strategic Partners. 

EDUCATION & EXPERIENCE

· 5 years previous banking experience 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 proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are also committed to compliance with all fair employment practices.

PHYSICAL DEMANDS

The physical demands described below are required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee must:

· have the ability to sit for extended periods of time

· have the ability to stand for extended periods of time

· have the ability to perform repetitive finger, hand, and arm movement

· have the ability to use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc. 

· view and read computer screen 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.