Service Specialist, Digital Banking

🕒 Julho 24

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Forbright Bank

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

O Forbright Bank é uma instituição financeira com sede na região de Washington, D. C. , que oferece uma variedade de serviços bancários pessoais e empresariais com foco na sustentabilidade. O banco disponibiliza contas de poupança de alto rendimento, certificados de depósito, contas correntes empresariais, poupança e serviços de cartão de crédito, além de se especializar em empréstimos para energia, saúde, imobiliário e finanças corporativas. Com a missão de apoiar a descarbonização e projetos de energia renovável, o Forbright Bank está comprometido em financiar uma economia mais limpa. O banco se diferencia pelo ênfase em práticas bancárias sustentáveis e é reconhecido por suas contas de poupança de alto rendimento e iniciativas sustentáveis.

Descrição

• Provide friendly, expedient, and professional customer service to Forbright Bank customers via telephone and/or written correspondence • Support a customer service environment that is focused on Forbright’s mission, vision, and core values • 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 research 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 • 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

🎯 Requisitos

• High School Diploma or GED required • Minimum of 2 years of customer service experience required • Previous job duties in a Customer Service Representative titled position preferred • Knowledge of financial institutions • Experience in the use of general math, ten-key, and basic computer skills • Can 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 works under pressure; is skilled at calmly diffusing highly charged situations and works with a sense of urgency • 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 • Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel) • Excellent verbal, written, and interpersonal communication skills • Strong organizational skills and attention to detail • Outstanding problem-solving and time management skills • Self-motivated, self-directed, and results-oriented • Adaptable and able to multitask in a fast-paced environment • Can work independently and within a team; solution-oriented with a collaborative approach

🏖️ Benefícios

• Comprehensive health, dental, and vision plans • 4 weeks PTO • 401k + company match • Metro SmartTrip benefits ($50/mo) • Remote or hybrid (4 days per week in-office) work schedules for most positions • Incentives for purchasing solar panels, electric vehicles, biking to work, etc. • Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more! • The Washington Post Top Workplaces winner for four consecutive years (2023-2026)