Customer Service Representative

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!

OVERVIEW

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.

HOW YOU’LL DO IT

• 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.

  QUALIFICATIONS

• 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

EDUCATION & 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

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 an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable laws.

BENEFITS WE OFFER

We’re proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Our offerings include:

• 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.

Check out our benefits on our careers site!!

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 be able to:

• Sit for extended periods of time.

• Stand for extended periods of time.

• Perform repetitive finger, hand, and arm movement.

• Use electronic office equipment such as a computer keyboard, mouse, ten key, telephone, etc.

• View and read computer screens 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.