Customer Service Representative II

ABOUT US

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting‑edge Banking‑as‑a‑Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast‑moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

Check out our video here!

Responsible for soliciting or building relationships with new customers, servicing and expanding relationships with existing customers. Assess customer needs, suggest, or promote alternative products or services, and either fill the need or refer to appropriate area. Provide timely and accurate resolution of account related issues.

• Provide customer service in accordance with Coastal’s Core Values.
• Interview and assess customer and non‑customer needs and suggest appropriate products or services. This may be in the branch or a call to a local business, or from a book of business.
• Conduct phone follow‑up and actively raise customer awareness of bank products and services. These activities may have a standard of frequency set by branch management.
• Maintain an organized system for tracking and following up on customer needs and track monthly production to the branch and individual goals.
• Provide customer referrals to Treasury Management, Commercial and Consumer Lending, Cash Management and Real Estate Lending.
• Provide timely resolution and follow through on customer issues and concerns.
• Complete account documentation according to bank guidelines.
• Maintain current knowledge of banking rules and regulations and complete monthly online training.
• Represent Coastal in a positive and professional manner.
• Provide back‑up to the tellers and/or assist with operations duties as assigned
• Actively work a book of customers to build relationships, grow the value of the book as management has goaled and keep a strong grasp on the retention of our clients. This may also include relationship reviews with a line of business.
• Compliance with all regulatory requirements.
• Other duties as assigned.
• Conduct research and calling on prospects.
• Can open accounts and issue debit cards.
• Can work BOB and give referrals to LOB partners.

• Outgoing, professional attitude with customers, prospects, and co‑workers
• Proven effective verbal and written communication skills
• Required to handle multiple tasks at the same time
• PC experience navigating in a Windows environment and using multiple applications
• Must have excellent attention to detail to ensure timely and effective communication with customer until request/issues have been resolved
• Previous sales experience, preferably of financial products and relationship development for retention
• Basic internet skills
• Banking experience

• Associate’s degree (AA) or equivalent from two year college or technical school; or one to two years related experience and/or training equivalent combination of education and experience

• 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…