Service Specialist, Digital Banking

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Forbright Bank

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Forbright Bank is a financial institution focused on providing personal and business banking services, with an emphasis on sustainability and green financing. Based in Washington, D. C. , Forbright Bank offers a variety of financial products including high-yield savings accounts, certificates of deposit, business checking, savings, and credit cards, as well as lending services for energy, healthcare, real estate, and corporate finance. The bank is known for its mission-driven approach to supporting a low-carbon economy, offering initiatives like Institutional Green Deposits and financing for energy efficiency projects. It is also recognized for its commitment to environmental responsibility, being one of the few U. S. banks to sign the United Nations Principles for Responsible Banking.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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)