Call Center Operations Lead, Digital Banking

COMPANY DESCRIPTION:  Forbright is a nationwide full-service bank and lender helping accelerate the transition to a sustainable and low-carbon economy. Headquartered in Chevy Chase, Maryland, Forbright is committed to accelerating the transition to a sustainable economy by financing visionary leader in clean energy, healthcare, technology, financial services, real estate, and other industries with extraordinary service.

COMPANY CULTURE:  We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back.  We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.

COMPANY MISSION:  We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a more sustainable future.

• Actively and consistently support all efforts to simplify and enhance the customer and employee experience
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded

• Assist team with escalated customer issues
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
• Assist in developing staff to be more effective in their roles by providing on-going coaching and on-the-job training with direction from the Call Center Supervisor and Call Center Operations Manager.
• Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development
• Performs other duties as requested by management
• Assist in developing and implementing future call center vision and strategy
• Assist in day-to-day call center operations including but not limited to answering customer calls, emails and handling escalations

• High school diploma or GED is required
• 3-5 years of previous call center/contact center experience is required
• 1-3 years of Supervisory or escalation desk experience is required
• Comfort with technology and learning new systems is essential
• Leadership- Exhibits strong desire to assist in leadership skills through coaching, training and employee development
• Motivation- Empowers team members through effective motivation techniques, ensuring a high level of engagement, productivity, and commitment to achieving departmental objectives
• Balances competing demands efficiently, optimizing productivity and contributing to department’s success

The pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $55,000 (entry level qualifications) to $65,000 (highly experienced).

POSITION REQUIREMENTS: The requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. Work is conducted primarily in an office; however, some positions may be conducted remotely via technology. While performing duties of this job, the employee may be regularly required for prolonged periods of time to:

• Sit or stand at a desk

• Walk, stoop down, crouch, kneel or bend over

• Use hands and fingers

• Utilize a computer monitor with visual acuity

• Operate technology and other office machinery such as printers, fax machines, scanners, etc.

• Communicate clearly both verbally and in writing with others

ADDITIONAL DUTIES: For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.

PERKS/BENEFITS:

• Comprehensive health, dental, and vision plans

• 4 weeks PTO

• 401k + company match

• Metro SmartTrip benefits ($50/mo)

• Remote or hybrid work schedules for most positions

• Bonuses for purchasing solar panels, electric vehicles, biking to work, etc.

• Paid subscriptions to Veterans Compost, Imperfect Foods, and more!

• Best Workplaces for Commuters 2023 & 2024 winner

• The Washington Post Top Workplaces 2023 & 2024 winner

• American Banker Best Banks to Work For 2023 winner

It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics.