BPO Relationship Manager

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.

Check out our video here!

OVERVIEW

We are seeking a strategic and detail-oriented BPO Relationship Manager to oversee our outsourced customer service operations. In this role, you will own the BPO relationship and contract, driving performance and alignment with service delivery expectations. You will ensure the vendor meets regulatory requirements, contractual obligations, and customer experience standards while leading continuous improvement across the relationship.

RESPONSIBILITIES TO INCLUDE

• 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.

QUALIFICATIONS

• 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.

EDUCATION/EXPERIENCE

• 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

Coastal is an equal opportunity employer. We are committed to providing a workplace free from discrimination and harassment. All employment decisions are based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable laws.

BENEFITS WE OFFER

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!!

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.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.