Customer Service Representative II

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 the 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, whether in the branch, on 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, following frequency standards 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 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 retain clients, including relationship reviews with a line of business.
• Ensure compliance with all regulatory requirements.
• Perform other duties as assigned.
• Conduct research and calling on prospects.
• Open accounts and issue debit cards.
• 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.
• Ability to handle multiple tasks simultaneously.
• PC experience navigating a Windows environment and using multiple applications.
• Excellent attention to detail to ensure timely and effective communication with customers until requests/issues are 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 a two‑year college or technical school; or one to two years related experience and/or training; or an equivalent combination of education and experience.

How You’ll Thrive at Coastal

• Be the Best – Communicate effectively, pay close attention to detail, and prioritize personal development.
• Be Relentless – Thrive in a goal‑oriented environment exercising both patience and persistence; advocate for customers and team members and promote the Coastal Difference.
• Be Un‑Bankey – Be a forward thinker with a creative mindset; build long‑lasting relationships based on 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 being prepared to adapt on the fly; seek efficiencies for Coastal to work smarter, not harder.
• Take Care of Each Other – Be a true team player, have your teammate’s back, practice self‑awareness and build emotional intelligence.

Benefits

• Medical coverage with three competitive plan options.
• Health Savings Account (HSA) with tax advantages and employer contributions (available with eligible medical plans).
• Flexible Spending Accounts (FSA) for healthcare and dependent‑care expenses.
• Dental and vision insurance.
• Company‑paid basic life insurance with options to purchase additional coverage.
• Long‑Term and Short‑Term Disability (LTD) income protection.
• Supplemental benefits including hospital indemnity, accident insurance, and critical illness coverage.
• 401(k) retirement plan with company matching.
• Paid time off with generous vacation and sick leave policies.
• 11 paid holidays throughout the year.

Physical Demands

• Sit for extended periods of time.
• Stand for extended periods of time.
• Perform repetitive finger, hand, and arm movements.
• 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.

Coastal is an equal opportunity employer committed to a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs.