Service Specialist, 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 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.

JOB SUMMARY: The Service Specialist, Digital Banking is responsible for providing friendly, expedient, and professional customer service to Forbright Bank customers via telephone and/or written correspondence. This position supports a customer service environment that is focused on the Forbright’s mission, vision, and core values. Hours of operation are Monday – Friday (excluding federal holidays) 5am – 5pm Pacific Standard Time. Available schedules will be provided once employment offer is provided.

• Handle inbound and outbound customer calls, secure messages and/or emails in a fast-paced contact center environment
• Use effective communication and probing questions and critical thinking skills to identify customer needs and provide relevant solutions which may include offering banking products
• Manage multiple tasks such as efficiently navigating between systems and resources
• Advise and educate customers on available Forbright's digital tools and resources to improve the user experience
• Assist in application researched and customer communication around applications
• Intake/process Reg E claims in accordance with Federal Guidelines
• Support fraud analysts by gathering information and logging findings within various systems
• Frequent communication with fraud analysts and other customer service representatives
• Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled
• Provide outstanding customer service by demonstrating empathy, active listening, and professionalism
• Embrace continuous improvement and development through coaching and collaboration with manager and team members
• Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority
• Identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service
• Assist in training new and existing employees, in conjunction with Contact Center management and the Training Department
• Perform other duties as assigned

• 2 years of customer service experience
• High School Diploma or GED required
• Previous job duties in a CSR / Customer Service Representative titled position preferred
• Knowledge of financial institutions
• Experience in the use of general math, ten-key, and basic computer skills
• Excellent written and oral communication skills; use language effectively to gather information and facilitate the exchange of thought and ideas; express self clearly and logically
• Possess exceptional analytical skills and use of sound judgement; competent at applying logic to solve problems
• Competently handles a variety of task simultaneously independently
• Competently works under pressure; is skilled at calmly diffusing highly charged situations and works with a sense of urgency
• Proficient at researching and analyzing information
• Strong interpersonal skills
• Excellent collaboration skills and uses positive communication techniques to effectively resolve conflict
• Quick and thorough learner and competently applies newly learned information
• Quick to adopt and support frequent updates and changes
• Detail oriented and skilled in data entry

The pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $45,000 (entry level qualifications) to $55,000 (highly experienced).

POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to:

• Remain in a stationary position

• Use hands and fingers 

• Utilize a computer monitor with visual acuity

• Operate technology or other office machinery such as printers, scanners, etc.

• Communicate clearly verbally and/or 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.