Fintech Account Manager at Coastal

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 [Upgrade to PRO to see link] OVERVIEW The Fintech Account Manager is a high-impact individual contributor responsible for managing relationships with assigned fintech and platform partners. This role ensures program health, regulatory alignment, and long-term growth by serving as the partner’s primary point of contact and internal advocate. Account Managers coordinate across internal functions including Compliance, Risk, Legal, Operations, Product, Finance, and the Commercial Team to drive revenue and deliver a best-in-class partner experience while maintaining the bank’s risk and compliance standards. RESPONSIBILITIES TO INCLUDE - Relationship Ownership: Serve as the primary contact for assigned fintech partners, building trust and driving alignment between partner objectives and bank priorities. - Program Health & Compliance: Monitor partner performance against contractual, regulatory, and operational requirements. Identify risks early and coordinate remediation with internal teams. - Adoption & Enablement: Ensure partners are successfully using bank platforms and processes, providing guidance and resources to improve efficiency and adoption. - Issue Resolution: Take ownership of partner issues, driving resolution efficiently and independently, while ensuring executive visibility on critical matters. - Strategic Planning & Growth: Develop and maintain plans for each partner, outlining strategic goals, compliance checkpoints, and opportunities for program expansion, cross-sell, and revenue growth. - Cross-Functional Coordination: Drive collaboration with Compliance, Risk, Operations, Product, and Finance teams to support partner initiatives and audits. - Performance Analysis: Track account metrics (transaction volume, risk events, partner escalations, SLAs) to identify trends and recommend optimization strategies. - Reporting & Reviews: Lead quarterly business reviews (QBRs) and provide regular reporting to partners and internal stakeholders. - Continuous Improvement: Contribute to the evolution of SOPs, escalation playbooks, and partner experience frameworks. WHAT SUCCESS LOOKS LIKE - High satisfaction and trust from fintech partners, demonstrated through NPS scores, renewal and expansion. - Expanded adoption of products and services, resulting in measurable revenue growth across managed accounts. - Proactive identification and mitigation of risks, ensuring compliance obligations are consistently met with minimal escalations. - Timely resolution of escalations, with strong executive visibility. - Strong internal collaboration leading to efficient delivery of partner initiatives. - Documented improvements in processes, reporting, and partner onboarding. QUALIFICATIONS - 6 + years of experience in fintech, financial services, or regulated partner/account management roles. - Strong understanding of banking-as-a-service (BaaS), fintech operations, or compliance-driven environments. - Proven ability to manage high-value, complex accounts independently. - Excellent relationship-building, communication, and conflict resolution skills. - Experience with issue escalation, compliance oversight, and performance monitoring. - Familiarity with program management tools, CRMs, and reporting platforms. EDUCATION/EXPERIENCE - Bachelors degree in Finance, IT or Business Development or equivalent work experience. - 6 plus years proven experience in Relationship and Program Management, preferably in BaaS, fintech and/or banking. - Experience working on cross-functional and/or cross-team projects preferred. - Experience with Microsoft Office Suite and program management software and tools to facilitate efficient program planning, tracking, and reporting. 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 [Upgrade to PRO to see link] 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.