Service Specialist, Digital Banking

COMPANY DESCRIPTION:

  Forbright is a nationwide full-service bank and lender helping accelerate the transition to a sustainable and low-carbon economy. Headquartered in Chevy Chase, Maryland, Forbright is committed to accelerating the transition to a sustainable economy by financing visionary leader in clean energy, healthcare, technology, financial services, real estate, and other industries with extraordinary service.

COMPANY CULTURE:

  We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back.  We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.

COMPANY MISSION: 

 We are a mission-driven institution with an uncommon commitment to decarbonization and sustainability. As the need to build a more sustainable, low-carbon economic system grows increasingly urgent, we are dedicating capital to financing the companies, investors, and innovators driving that change. We are reimagining how a bank should operate in a changing world.

JOB SUMMARY:

 The Service Specialist is responsible for providing friendly, expedient, and professional customer service to Forbright Bank customers via telephone and/or written correspondence. Supports a customer service environment that is focused on the Forbright’s mission, vision, and core values.

DUTIES AND RESPONSIBILITIES:

• Handle inbound customer calls 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
• Ability to manage multiple tasks such as efficiently navigating between systems and resources
• Advise and educate customers on available Forbright digital tools and resources to improve the user experience
• Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled
• 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
• Ability to identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service
• problems
• May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department

QUALIFICATIONS:

• High School Diploma or equivalent required
• Preferred two years customer service experience.
• Preferred previous job duties in a CSR / Customer Service Representative titled position.
• Knowledge of financial institutions
• Experience in the use of general math, experience with ten-key and basic computer skills
• Possesses excellent written and oral communication skills. Use language effectively to gather information and facilitate the exchange of thought and ideas. Expresses self clearly and logically
• Possesses exceptional analytical skills and use of sound judgement. Is competent at applying logic to solve problems
• Competently handles a variety of task simultaneously independently
• Competently works under pressure, is skilled at calmly diffusing highly charged situations and works with a sense of urgency
• Proficient at researching and analyzing information
• Possesses strong interpersonal skills
• Possesses excellent collaboration skills and uses positive communication techniques to effectively resolve conflict
• Is a quick and thorough learner and competently applies newly learned information
• Is quick to adopt and support frequent updates and changes
• Must be detail oriented and skilled in data entry

POSITION REQUIREMENTS:

  The requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. Work is conducted primarily in an office; however, some positions may be conducted remotely via technology. While performing duties of this job, the employee may be regularly required for prolonged periods of time to:

• Sit or stand at a desk
• Walk, stoop down, crouch, kneel or bend over
• Use hands and fingers
• Utilize a computer monitor with visual acuity
• Operate technology and other office machinery such as printers, fax machines, scanners, etc.
• Communicate clearly both verbally and in writing with others

ADDITIONAL DUTIES:

For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.

PERKS/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
• Bonuses for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Imperfect Foods, and more!
• Best Workplaces for Commuters 2023 & 2024 winner
• The Washington Post Top Workplaces 2023 winner
• American Banker Best Banks to Work For 2023 winner