[Hiring] BPO Relationship Manager @Coastal Community Bank

Role Description

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

• 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.

Requirements

• 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.

Benefits

• 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.

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.

• 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.