Supervisor, Customer Care Center – 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

• Directly supervise a team of 15–17 Customer Care Advocates, owning day-to-day performance, productivity, and quality outcomes • Provide ongoing coaching, on-the-job training, and individualized development plans • Serve as the primary escalation point for complex customer issues • Monitor individual and team performance against KPIs and SLAs using call monitoring, scorecards, and 1:1s • Conduct performance reviews, counseling, progressive discipline, and recognition in partnership with HR • Participate in interviewing, selecting, onboarding, and retaining Customer Care Advocates • Ensure adherence to policies, procedures, regulatory requirements, and customer data privacy and security standards • Identify opportunities to improve customer and employee experience through technological, organizational, and procedural enhancements • Support the Senior Manager with call center strategy, staffing plans, training initiatives, and process enhancements • Cover for peers and perform other duties as assigned • Organize and monitor assigned employees' work progress • Recruit, select, orient, and train employees • Manage employee performance through development, coaching, counseling, structured 1:1s, calibration sessions, and individualized development plans

🎯 Requirements

• High School Diploma or GED required; Associate’s Degree preferred • Minimum of 4 years of previous call center/contact center experience in financial services required • Experience in deposit or fraud operations preferred • Minimum of 4 years of supervisory experience required • Demonstrated ability to coach, develop, and motivate frontline employees • Strong analytical acumen to interpret KPIs and identify performance trends • Subject matter expertise across core call center processes and banker’s desktop and phone systems • Comfort with technology and learning new systems • Minimum required internet speed of 75 Mbps download / 25 Mbps upload • Ability to work evenings and Saturdays as required • Proficiency with Microsoft Office tools: Outlook, Word, PowerPoint, and 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 • Ability to work independently and within a team with a collaborative, solution-oriented approach

🏖️ 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 • Incentives for purchasing solar panels, electric vehicles, biking to work, etc. • Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more! • Washington Post Top Workplaces winner for four consecutive years (2023-2026)