Retail and Commercial Operations
Coastline brings a unique edge to financial operations by helping clients design and scale high-performance service models tailored for both retail and commercial needs. From credit and lending operations—like underwriting, servicing, and mortgage funding—to end-to-end transaction workflows that include account adjustments and tax inquiries, we guide the setup of efficient, resilient frameworks. We also help strengthen internal teams through performance enablement and responsive support desk structures. Our expertise extends to specialized areas such as estate settlements, currency handling, and advanced commercial solutions including cash management and corporate banking workflows. Whether it’s compliance, risk, or customer experience, our insights help clients build agile, future-ready operations that drive results.
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Credit and Lending Operations
Credit Solutions: Supports the design of workflows for reviewing and underwriting retail credit applications originating from digital and contact center channels, including direct customer interaction models via phone. Card Services: Helps structure processes to handle account-related requests such as reinstatements, closures, card replacements, and loyalty inquiries—ensuring smooth customer journeys. Credit Administration: Guides the setup of administrative functions for managing customer documentation and verifying account changes tied to credit applications handled through contact centers. Mortgage Funding: Advises on frameworks that support mortgage transactions—purchases, refinances—and technical assistance protocols for related tools and platforms. Loan Servicing: Provides insight into managing loan-related financial and non-financial requests, including ledger balancing and structured next-day reporting mechanisms.
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Support and Performance Enablement
Performance Enablement: Helps clients structure training, coaching, and development programs for Credit Solutions teams to drive operational excellence and team effectiveness. Help Desk: Advises on models to deliver technical and navigational support for platforms, including protocols for escalating complex issues. Support Desk: Guides the setup of workflows for resolving mortgage-related inquiries such as payouts, discharges, and exceptions—ensuring efficient service delivery for both customers and internal teams. Internal Partner Support: Supports the design of administrative processes for document handling, complaint resolution, and internal service coordination. Escalations: Helps define escalation pathways and resolution strategies for high-priority requests from internal and external partners, enabling timely and effective issue management.
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Transaction Processing and Administrative Services
Transaction Services – Fulfillment: Supports the development of processes for investigating unbalanced entries and reconciling general ledgers related to retail and small business accounts. Transaction Services – Processing: Advises on workflows for managing standing orders, account adjustments, and the processing of tax waivers and accruals to ensure transactional accuracy. Mortgage Processing and Servicing: Helps design post-funding fulfillment models for mortgage applications, including the handling of payout statements and discharge request workflows.
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Risk, Compliance, and Control Operations
Business Controls – Next Day Review: Guides the implementation of review mechanisms to help ensure compliance with risk and regulatory standards through the monitoring of omnichannel activities for operational accuracy. Garnishments: Advises on processes for handling garnishments, court orders, and family maintenance requests, supporting timely and compliant payment workflows. Mortgage Security: Supports the setup of procedures for conducting title searches and managing property registrations in alignment with solicitor databases and mortgage documentation requirements. Property Taxes: Helps structure systems for managing tax remittances on real estate-secured mortgages, ensuring accurate tax data maintenance and efficient handling of related inquiries.
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Specialized Banking and Financial Services
Currency Services: Advises on the setup of systems to manage currency holdings, vendor coordination, cash ordering, and reconciliation in support of branch and treasury operations. Investment Support: Helps define workflows for handling exceptions in investment accounts, including securities adjustments and tax-related inquiries. Estates COE: Guides the creation of support structures for estate settlement processes, helping families navigate documentation and compliance requirements. Advisor Deposit Services: Supports the development of processes to coordinate with broker-dealer firms in wealth management, enabling efficient deposit channel and settlement operations.
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Commercial and Corporate Banking Services
Cash Management: Supports the development of processes to manage commercial client accounts, including onboarding, account maintenance, and delinquency handling. Corporate Banking Services: Advises on structuring corporate debit and credit service models, including client onboarding and the maintenance of integrated cash management systems. Lending Services: Helps design commercial lending workflows covering loan onboarding, payout processing, and annual reviews to ensure streamlined client support.