Coastal Community Bank - BPO Relationship Manager

United States$123k - $148k4w ago

Remote Senior APAC Banking Fintech Customer Service Manager Regulatory Compliance Vendor Management Close Reporting Governance

Requirements

• Strong knowledge of customer service metrics, complaint handling, and regulatory compliance. • Excellent communication, negotiation, and analytical skills. • Offshore/nearshore BPO experience, Reg E dispute management, Lean Six Sigma or project management certification – preferred. • Bachelor’s degree in Business, Finance, Operations, or related field. • 5+ years of experience in customer service operations, vendor management, or BPO oversight (banking or fintech preferred). • Proficiency with CRM systems, call center platforms, and performance dashboards. • 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

Responsibilities

• Own and manage the BPO relationship and contract, driving performance, compliance, and service delivery. • Oversee governance and performance against SLAs and KPIs. • Ensure full alignment with banking regulations (Reg E, UDAAP, FDCPA) and partner-defined standards. • Lead business reviews, escalations, audits, and corrective actions with vendor leadership. • Manage onboarding, training, and knowledge transfer to maintain high-quality customer interactions. • Deliver clear reporting and performance insights to internal leadership and partner stakeholders. • Identify and implement efficiency gains, service improvements, and technology integrations. • Support regulatory exams, audits, and third-party risk management activities.

Benefits

• 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 https://jobs.ashbyhq.com/coastal!! • 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.