Customer Experience Specialist

Jobtailor; Everett (WA); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking a dedicated professional to provide support for internal and customer calls, focusing on online and mobile banking across CCX operations from our Everett, WA area. You will troubleshoot digital banking apps, assist branch staff, and ensure compliant handling of transactions and inquiries.

The role requires strong communication, multitasking, and the ability to work both independently and with a team, with occasional in-office visits and familiarity with Microsoft 365 tools.

Qualifications

• 1+ year of experience in customer service or digital banking
• Familiar with online and mobile banking apps
• Proficient with Microsoft 365 apps (Excel/Outlook/PowerPoint/Word)
• Able to report to the office a few times per year
• Located in WA within 100 miles of the Everett office
• Multitasking and teamwork abilities
• Excellent verbal and written communication

Responsibilities

• Provide support for incoming internal and customer calls
• Assist customers with online and mobile banking issues
• Research and resolve product and service issues
• Prepare and analyze report data
• Support treasury management services and products
• Adhere to regulations and compliance policies
• Route clients between CCX and CCXB Operations
• Develop and update knowledge resources for Coastal products

Skills

Customer Service

Digital Banking Support

Microsoft 365

Treasury Management Knowledge

Compliance

Education

Associate degree

Tools

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Microsoft Word

Job description

• Provide support for incoming internal and customer calls
• Support customers with online banking and browser troubleshooting
• Initiate outbound calls to branch/department staff and customers for support and troubleshooting
• Research and resolve product and service issues within the CCX Team’s area of operation
• Craft correspondence for branch staff, department staff, and external customers via instant messaging and email
• Support mobile banking applications, including mobile deposits, bill payments, person-to-person payments, account-to-account transfers, mobile wallets, and card controls
• Provide technical support for digital payment channels
• Assist bank staff with digital banking system, service, and product issues
• Research and resolve matters related to statements, notices, transactions, and processing
• Review and approve transactions and exceptions within assigned authority limits for digital payment channels and remote deposit systems
• Support existing customers with treasury management services and products
• Prepare, present, and analyze report data and forms
• Contribute to risk mitigation and minimization for CCX processes, services, and products
• Adhere to regulations and compliance policies
• Route CCBX Partners’ clients and liaise between CCX and CCBX Operations
• Develop and update knowledge and resources for Coastal products and services
• Suggest process improvements and ensure compliance adherence

Requirements

• 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 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
• Able to report to the office a few times a year
• Candidates must be located in WA, within 100 miles of the office
• 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 communication skills
• Ability to resolve simple problems with minimal or no guidance
• Ability to sit and stand for extended periods
• Ability to perform repetitive finger, hand, and arm movements
• Ability to use electronic office equipment and view computer screens for extended periods
• Ability to occasionally stoop, kneel, crouch, crawl, and lift or move up to 10 pounds
• Able to work without employment sponsorship

Core Competencies

Demonstrates expertise in customer service and digital banking support, with a strong focus on troubleshooting online and mobile banking applications. Proficient in managing multiple tasks while adhering to compliance regulations and providing effective communication to both internal and external stakeholders.

Highest-signal resume keywords

• Customer Service Experience
• Digital Banking Support
• Microsoft 365 Proficiency
• Treasury Management Knowledge
• Compliance Adherence

ATS Optimization Keywords

Hard Skills

• Online Banking Support
• Mobile Banking Applications
• Technical Support for Digital Payments
• Research and Problem Resolution
• Transaction Review and Approval

Soft Skills

• Excellent Communication Skills
• Team Collaboration
• Independent Work Ability
• Task Management

Industry Keywords

• Digital Payment Channels
• Treasury Management Services
• Risk Mitigation
• Compliance Policies
• Customer Correspondence

Tools & Technologies

• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft Word