Service Specialist, Digital Banking

2 months, 2 weeks ago
Full-time
Junior
Customer and Technical Support
Forbright Bank

Forbright Bank

Forbright Bank is a full-service bank committed to sustainability and clean energy, offering a wide range of banking and lending services with a focus on decarbonization.

Banks
251-1K
Founded 2003

Description

  • Handle inbound and outbound customer calls, secure messages, and emails in a fast-paced contact center environment.
  • Identify customer needs through effective communication, probing questions, and critical thinking, and provide relevant solutions.
  • Advise and educate customers on Forbright’s digital tools and resources to improve the user experience.
  • Assist with application research and customer communication related to applications.
  • Intake and process Reg E claims in accordance with federal guidelines.
  • Support fraud analysts by gathering information and logging findings in various systems.
  • Communicate frequently with fraud analysts and other customer service representatives.
  • Deliver friendly, professional, empathetic customer service throughout each interaction.
  • Adhere to established policies, procedures, processes, and approval authority.
  • Assist in training new and existing employees with Contact Center management and the Training Department.

Requirements

  • High school diploma or GED required.
  • Minimum of 2 years of customer service experience required.
  • Previous experience in a Customer Service Representative role preferred.
  • Knowledge of financial institutions.
  • Experience using general math, ten-key, and basic computer skills.
  • Ability to communicate clearly and gather information effectively.
  • Strong analytical skills and sound judgment for problem-solving.
  • Ability to work under pressure and diffuse difficult situations calmly.
  • Quick learner who can adapt to frequent updates and changes.
  • Proficiency with Microsoft Office tools, including Outlook, Word, PowerPoint, and Excel.

Benefits

  • Comprehensive health, dental, and vision insurance plans.
  • 4 weeks of PTO.
  • 401(k) with company match.
  • Metro SmartTrip benefits ($50/month).
  • Remote or hybrid work schedules for most positions, including a 4-day in-office hybrid model.
  • Incentives for purchasing solar panels, electric vehicles, biking to work, and similar programs.
  • Paid subscriptions and reimbursements for select services and commuting/lifestyle benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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