Digital & Customer Experience Specialist - Temporary Position

Job Type Temporary Description

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

This temporary (3 month) position will provide customer support for internal and external contacts to the Customer Support Center area via phone, instant messaging and email. Additionally, the Digital & Customer Experience Specialist will provide general support and troubleshooting for eBanking products and services, to include online banking, bill pay, mobile banking, remote deposit, positive pay, card processing and person-to-person payments. 

HOW YOU’LL DO IT

· Provides basic customer support for incoming phone calls to the main phone numbers of the bank. 

· Provide general customer support for online banking platforms, including browser troubleshooting.

· Communicate effectively with customers via instant messaging and email in a timely manner.

· Assist bank customers with the installation and use of mobile applications and functions. 

· Provide general support and educate bank customers on the use of digital payment systems, to include bill payments and person-to-person payments.

· Provide basic support for existing remote deposit systems.

· Assist branch staff in resolution of all issues related to eBanking systems, services and products.

· Provide support and problem resolution to internal and external customers for issues related to debit card processing.

· Complete reviews of client activity within eBanking systems. Identify red flags and complete tracking and reporting of daily activities.

· Process customer lockbox deposits, virtual cash deposits and daily special handling tasks.

· Review and process online account opening applications and associated products.

Adhere to all regulations and compliance policies.

Requirements

WHAT YOU’LL BRING 

QUALIFICATIONS

· Maintain an understanding of all products and services offered.

· Versed in the use of various Windows based programs to include Excel, Word and Outlook.

· Practiced in the operation of various versions of Windows & Mac operating systems to include Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10 and iOS.

· Familiarity with varied web browsers to include Internet Explorer, Edge, Firefox, Safari and Google Chrome.

· Skilled in the use of all eBanking products to include Coastal Community Bank’s online banking system, bill pay services and mobile banking applications. 

· Demonstrated ability to work within a team environment.

· Excellent interpersonal, verbal, and written communications skills.

· Ability to resolve problems and recognize appropriate escalation points and practices.

· Ability to complete multiple tasks/projects and deadlines simultaneously, successfully.

· To perform this job successfully, an individual must have basic knowledge of various treasury management products and services.

 

EDUCATION & EXPERIENCE

· At least one year of related customer service experience and/or training.

· 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 COAS