Customer Experience Specialist

• Provide support for incoming internal and customer calls
• Support customers with online banking and browser troubleshooting
• Initiate outbound calls to branch/department staff and customers for support and troubleshooting
• Research and resolve product and service issues within the CCX Team’s area of operation
• Craft correspondence for branch staff, department staff, and external customers via instant messaging and email
• Support mobile banking applications, including mobile deposits, bill payments, person-to-person payments, account-to-account transfers, mobile wallets, and card controls
• Provide technical support for digital payment channels
• Assist bank staff with digital banking system, service, and product issues
• Research and resolve matters related to statements, notices, transactions, and processing
• Review and approve transactions and exceptions within assigned authority limits for digital payment channels and remote deposit systems
• Support existing customers with treasury management services and products
• Prepare, present, and analyze report data and forms
• Contribute to risk mitigation and minimization for CCX processes, services, and products
• Adhere to regulations and compliance policies
• Route CCBX Partners’ clients and liaise between CCX and CCBX Operations
• Develop and update knowledge and resources for Coastal products and services
• Suggest process improvements and ensure compliance adherence

• 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 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
• Able to report to the office a few times a year
• Candidates must be located in WA, within 100 miles of the office
• 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 communication skills
• Ability to resolve simple problems with minimal or no guidance
• Ability to sit and stand for extended periods
• Ability to perform repetitive finger, hand, and arm movements
• Ability to use electronic office equipment and view computer screens for extended periods
• Ability to occasionally stoop, kneel, crouch, crawl, and lift or move up to 10 pounds
• Able to work without employment sponsorship

Demonstrates expertise in customer service and digital banking support, with a strong focus on troubleshooting online and mobile banking applications. Proficient in managing multiple tasks while adhering to compliance regulations and providing effective communication to both internal and external stakeholders.

• Customer Service Experience
• Digital Banking Support
• Microsoft 365 Proficiency
• Treasury Management Knowledge
• Compliance Adherence

• Online Banking Support
• Mobile Banking Applications
• Technical Support for Digital Payments
• Research and Problem Resolution
• Transaction Review and Approval

• Excellent Communication Skills
• Team Collaboration
• Independent Work Ability
• Task Management

• Digital Payment Channels
• Treasury Management Services
• Risk Mitigation
• Compliance Policies
• Customer Correspondence

• Microsoft Excel
• Microsoft Outlook
• Microsoft Power Point
• Microsoft Word