Customer Experience Specialist - Hybrid

We need to output HTML fragment with sections: About Us? Actually "About Us" is a section heading? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should include headings for sections that have real content. The posting includes: About Us (company description), Overview (role description), Responsibilities, Qualifications, Education/Experience (maybe part of Qualifications?), How You’ll Thrive At Coastal (maybe values/behaviors), Benefits We Offer, Physical Demands (maybe not needed?), Other Duties (boilerplate), Compensation Range (Pay). Also Hiring Range and Hybrid info. We must not repeat job title as heading. No Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Check out our video here!" maybe not needed? It's not boilerplate but maybe optional. Keep substantive info. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep details like hiring range, hybrid, location requirement, responsibilities list, qualifications list, education/experience, how you'll thrive (behaviors), benefits list, physical demands maybe? The instruction: include a section ONLY when posting has real, specific content for it — never emit a heading followed by filler/placeholder text. Physical Demands is specific content (list of physical demands). Should we include? It's not in the example headings list but we can still use

for any section heading; they gave examples but not exclusive. Probably we can include Physical Demands as a section if it has content. However they said prefer a few substantive sections over many thin ones. Physical Demands may be considered thin but it's specific. Might be okay to include. We also need Pay section: they have Hiring Range $45,837 - $49,848 and also Compensation Range: $45,837 - $53,859 (two ranges). Which one to use? Both are present; we should preserve all substantive information. Could combine? Might list both? The instruction: do not create Pay/Schedule/Benefits sections unless posting actually states them. It does state hiring range and compensation range. So we need a Pay section with that info. Could present as "

Hiring Range: $45,837 - $49,848. Compensation Range: $45,837 - $53,859.

" Also note hybrid and location: maybe include in Overview or a separate section? Could be part of Overview or a separate "Work Arrangement". Not in list but we could include as part of Overview paragraph. We must not include duplicated lines. Ensure we don't repeat same bullet. Let's extract sections: - About Us: paragraph describing Coastal. - Overview: description of role: "As CX Specialist I at Coastal, you will provide support for internal and customer calls, assist with online and mobile banking, and act as a first point of contact to resolve issues related to digital payment channels, digital banking systems, and card transactions. You will conduct research, craft effective communications, and contribute to the overall efficiency of the CCX team by suggesting process improvements and ensuring adherence to compliance policies." - Responsibilities: bullet list (the long list). Need to convert each line to

. - Qualifications: bullet list (abilities). Also Education/Experience could be part of Qualifications but we can keep as separate subsection? Might be better to combine under Qualifications heading with subpoints? But instruction: use

• for any list of duties/requirements/benefits. So we can have a Qualifications section with
  • for each bullet. Education/Experience is a list of options; we can treat as a
  • containing the options. - How You’ll Thrive At Coastal: bullet list of behaviors. - Benefits We Offer: bullet list of benefits. - Physical Demands: bullet list. - Pay: maybe a paragraph with ranges. - Schedule: not mentioned except hybrid and location; maybe we can include a Schedule section with hybrid info? The posting says "Role is Hybrid and will report to our Everett, WA location a few times a year. Candidates must be located in WA, within 100 miles of the office". That's about schedule/location. Could be placed under a "Work Arrangement" heading but not in examples. Could embed in Overview or a separate "Schedule" section. Since they said include Schedule section only if posting actually states them. It does state hybrid and location, so we could create a Schedule section with that info. We must not include boilerplate like "Other Duties", "PHYSICAL DEMANDS" maybe we keep Physical Demands as it's substantive. "Other Duties" is boilerplate; remove. Also remove "Check out our benefits on our careers site!!" maybe keep as part of benefits? It's promotional; could be removed as boilerplate? It's not legal but maybe considered fluff. Safer to remove. Also remove "Check out our video here!" remove. Also remove "BEING YOU AT COASTAL" maybe part of values? Actually that's a heading before equal opportunity; we can remove as it's just a heading before EEO. The content after that is EEO boilerplate; remove. Also remove "PHYSICAL DEMANDS" heading? We keep the content but maybe we can keep heading as

    Physical Demands

    . It's not boilerplate. Now produce HTML fragment. Structure:

    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.

    Overview

    As CX Specialist I at Coastal, you will provide support for internal and customer calls, assist with online and mobile banking, and act as a first point of contact to resolve issues related to digital payment channels, digital banking systems, and card transactions. You will conduct research, craft effective communications, and contribute to the overall efficiency of the CCX team by suggesting process improvements and ensuring adherence to compliance policies.

    Responsibilities

    • Provide support for incoming internal phone calls and customer calls received through the main phone numbers of the department and bank.
    • Provide customer support for online banking, including browser troubleshooting.
    • Initiate outbound phone calls to branch/department staff and customers as a response to requests for support or troubleshooting ongoing issues.
    • Conduct research and bring to resolution situations or issues as a resource for products or services within the CCX Team’s area of operation and oversight.
    • Craft correspondence using effective and appropriate language, grammar, and punctuation to communicate with branch and/or department staff and external customers via instant messaging and email.
    • Support installations and use of mobile banking applications, including mobile deposits, bill payments, person-to-person payments, account-to-account transfers, mobile wallets, and card controls via mobile applications.
    • Provide technical support for digital payment channels, including person-to-person and bill payments.
    • Assist bank staff in the resolution of issues related to digital banking systems, services, and products.
    • Conduct research to provide problem resolution or support for both internal and external customers for matters related to statements, notices, transactions and processing.
    • Assist in the oversight, review, and approval of transactions and exceptions within assigned authority limits for digital payment channels and remote deposit systems.
    • Provide general support for existing customers with treasury management services and products.
    • Prepare, present, and analyze report data and forms.
    • Understand policy and risk processes and contribute to the overall mitigation and minimization of risk and exposure for CCX team processes, services, and products.
    • Adhere to all regulations and compliance policies.
    • Assist in the routing of CCBX Partner’s clients who call CCB for support and act as an interface conduit or liaison between CCX and CCBX Operations, helping to maintain and strengthen the close bond the Customer Support Center has with the CCBX division’s operations staff.
    • Develop an understanding and regularly update knowledge and resources for all products and services offered.

    Qualifications

    • Able to report to the office a few times a year.
    • 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 communications skills.
    • Ability to resolve simple problems with minimal or no guidance.
    • Education/Experience: 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 using 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.

    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.

    Benefits

    • 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.