Coastal
banking
BPORelationshipManager
Neural analysis suggests this role is
optimal for Mid candidates.
“BPO Relationship Manager at Coastal. Skills: BPO relationship management, vendor management, performance oversight. Own and manage BPO relationship and contract. Drive performance, compliance, and service delivery”
What You'll Achieve.
driving performance and alignment with service delivery expectations; ensure the vendor meets regulatory requirements, contractual obligations, and customer experience standards; leading continuous improvement across the relationship; maintain high-quality customer interactions; identify and implement efficiency gains, service improvements, and technology integrations
Industry & Context.
analytical skills; Embrace Gray Thinking; Use sound judgment while decision-making and problem-solving
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
What They're Looking For.
Must Have
5+ years of experience in customer service operations, vendor management, or BPO oversight, Proficiency with CRM systems, call center platforms, and performance dashboards, knowledge of customer service metrics, complaint handling, and regulatory compliance, Excellent communication, negotiation, and analytical skills
Nice to Have
Offshore/nearshore BPO experience, Reg E dispute management, Lean Six Sigma or project management certification, banking or fintech preferred
What You'll Do.
Own and manage BPO relationship and contract
Oversee governance and performance against SLAs
Ensure alignment with banking regulations
Lead business reviews and escalations
Manage onboarding and training
Deliver clear reporting and insights
Implement efficiency gains and service improvements
Support regulatory exams and audits
How You'll Work.
Team & Collaboration
Collaborate deeply; Deliver clear reporting and performance insights to internal leadership and partner stakeholders
Communication Scope
Excellent communication; Communicate effectively
Process & Methodology
project management certification
Full Job Description
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 https://www.youtube.com/watch?v=UCWaDxFnla8&ab_channel=CoastalCommunityBank! 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
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