Supervisor, Customer Care Center, Digital Banking

2 weeks, 6 days ago
Full-time
Senior
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

  • Directly supervise a team of 15–17 Customer Care Advocates and own day-to-day performance, productivity, and quality outcomes.
  • Provide ongoing coaching, on-the-job training, and individualized development plans to improve team effectiveness.
  • Serve as the primary escalation point for complex customer issues and resolve escalations in real time.
  • Monitor individual and team performance against KPIs and SLAs using call monitoring, scorecards, and 1:1 meetings.
  • Conduct performance management activities, including 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 the customer and employee experience through technological, organizational, and process enhancements.
  • Support the Senior Manager with call center strategy, staffing plans, training initiatives, and process improvements.
  • Cover for peers as needed and perform other assigned duties.

Requirements

  • High School Diploma or GED required; Associate’s Degree preferred.
  • Minimum 4 years of previous call center or contact center experience in financial services required; deposit or fraud operations experience preferred.
  • Minimum 4 years of supervisory experience required.
  • Demonstrated ability to coach, develop, and motivate frontline employees.
  • Strong analytical skills to interpret KPIs and identify performance trends.
  • Subject matter expertise in core call center processes and banker desktop and phone systems.
  • Ability to work evenings and Saturdays as required.
  • Minimum required internet speed of 75 Mbps download / 25 Mbps upload.
  • Proficiency with Microsoft Office tools, including Outlook, Word, PowerPoint, and Excel.
  • Excellent verbal, written, and interpersonal communication skills.
  • Strong organizational skills, attention to detail, problem-solving, and time management skills.
  • Self-motivated, self-directed, results-oriented, adaptable, and able to multitask in a fast-paced environment.
  • Ability to work independently and within a team using a collaborative, solution-oriented approach.

Benefits

  • Comprehensive health, dental, and vision insurance.
  • 4 weeks of PTO.
  • 401(k) with company match.
  • Metro SmartTrip benefits of $50 per month.
  • Remote or hybrid work schedules for most positions, including 4 days per week in-office for hybrid roles.
  • Incentives for purchasing solar panels, electric vehicles, biking to work, and similar programs.
  • Paid subscriptions and reimbursements including Veterans Compost, Capital Bikeshare, and Imperfect Foods.
  • Recognized as a Washington Post Top Workplaces winner for four consecutive years (2023–2026).

Interested in this position?

Apply directly on the company website

Apply Now

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