Contact Center Specialist

Title: Contact Center Specialist

Job Description:

Job Title: Contact Center Specialist

Position Location: Raleigh, NC. Hybrid Position

New hires will complete an initial two-month training period onsite in our Raleigh office. After training, employees may be considered for a hybrid work schedule requiring two days per week in the office and three days remote, based on performance, business needs, and manager approval.

Job Summary:

The Contact Center Specialist delivers exceptional tier-two member service through inbound and outbound phone interactions, secure digital messages, chat, email, and internal support requests. This role serves as a trusted resource for members by researching and resolving inquiries, processing service requests, educating members on Coastal products and services, and supporting digital banking needs. The Specialist is responsible for providing accurate, timely, and professional service while enhancing the member experience and strengthening member relationships.

As a key contributor to the Coastal team, your responsibilities will be:

• (60%) Member Service & Issue Resolution:
• Handle inbound and outbound member interactions through phone, secure messaging, email, chat, and other service channels.
• Research and resolve member and internal inquiries related to accounts, digital banking, payments, cards, loan servicing, and general service requests.
• Accurately process account maintenance, service requests, and operational transactions in accordance with established procedures.
• Educate members on Coastal products, services, self-service options, and digital tools.
• Document member interactions accurately using member relationship management systems.
• Promote a positive member experience by demonstrating professionalism, empathy, and responsiveness.
• (20%) Operational Excellence & Quality:
• Maintain productivity, service level, quality, and schedule adherence expectations while delivering an exceptional member experience.
• Apply established policies, procedures, regulatory requirements, and service standards to ensure compliant and accurate resolution of member inquiries
• Analyze complex member needs, identify root causes, and exercise sound judgment to resolve issues or escalate appropriately.
• Utilize available systems, tools, and resources to research issues, navigate complex scenarios, and deliver accurate first-contact resolution whenever possible.
• (10%) Team Collaboration:
• Partner with peers and internal departments to resolve member concerns efficiently and ensure a seamless member experience.
• Share knowledge, best practices, and process updates to support team effectiveness, consistency, and service excellence.
• Collaborate with subject matter experts and business partners to address complex member inquiries, operational challenges, and process improvements
• (10%) Continuous Learning & Development:
• Develop expertise in Coastal products, services, systems, and regulatory requirements.
• Participate in ongoing training and coaching opportunities.
• Adapt to new procedures, technologies, and service enhancements.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Three years of customer service experience within a financial institution, contact center, retail banking, or related environment
• Experience in handling multiple systems and communication channels preferred

Education:

• High school diploma or equivalent required

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

• Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans