Manager/Sr. Manager, Customer Service Center, Digital Banking
Remote
Consumer Banking Division – Digital Banking : Operations /
Full Time /
Remote
COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.
COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible 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. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future.
JOB SUMMARY: The Manager/Senior Manager, Customer Service Center, Digital Banking is responsible for the success and development of team members within the Customer Service Center through effective leadership. This position maintains high standards of service and achieves key performance indicators (KPIs) while fostering a positive and supportive work environment.
DUTIES AND RESPONSIBILITIES:
- Actively and consistently support all efforts to simplify and enhance the customer and employee experience; proactively identify areas of opportunity to improve the Customer Service Center (technological, organizational, and procedural)
- Effectively lead one or more teams of team leads and/or representatives utilizing supervisory skills including, but not limited to time and workforce management, planning, communication, and coaching skills
- Utilize a data-driven approach to monitor individual and team performance to ensure performance and quality standards are met or exceeded
- Assist team with escalated customer issues
- Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
- Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training; ensure highest levels of customer data privacy and security
- Handle department personnel issues including performance reviews, counseling, and progressive disciplinary actions as needed
- Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development
- Assist in developing and implementing future Customer Service Center vision and strategy
- Perform other duties as assigned
SUPERVISORY RESPONSIBILITIES:
- Supervise assigned employees by organizing and monitoring work progress
- Maintain staff by recruiting, selecting, orienting, and training employees
- Manage performance of employees through development, coaching, and counseling
QUALIFICATIONS:
- High School Diploma or GED required; Bachelor's Degree preferred
- Consumer banking experience required with 5-7 years of previous call center/contact center experience; additional knowledge and experience in deposit or fraud operations preferred
- 5+ years minimum of supervisory experience required for consideration of the Manager position
- 10+ years minimum of supervisory experience required for consideration of the Sr. Manager position
- Comfort with technology and learning new systems is essential
- Exhibit strong leadership skills through coaching, training, and employee development
- Engage in cross-functional collaboration to ensure effective communication and knowledge sharing across departments, showcasing a leadership presence that inspires cooperation and shared goals
- Strong stakeholder management skills with ability to influence strategic direction of call center technology, process, and organizational design
- Analytical acumen to identify and leverage key metrics to determine organizational and operational performance and efficacy within call center with strong commitment to meet and/or surpass key performance indicators and service-level agreements
- Motivation: empower team members through effective motivation techniques, ensuring a high level of engagement, productivity, and commitment to achieving departmental objectives
- Initiative and Decision-Making: take proactive initiative in identifying opportunities for improvement, streamlining processes, and implementing innovative solutions to enhance team’s performance and efficiency
- Expert Technical Proficiency: demonstrate an expert level of technical proficiency in banker’s desktop and phone systems, complemented by proficient skills in Microsoft Word, Excel, PowerPoint and Outlook
- Subject Matter Expert: demonstrate an exceptional understanding of the processes within the department
- Balance competing demands efficiently, optimizing productivity and contributing to department’s success
- Minimum required internet speed of 75 Mbps download and 25 Mbps upload
- Ability to work Saturday hours if/when Contact Center determines hours expansion needs
- 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
The pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $70,000 (entry level qualifications) to $95,000 (highly experienced).
POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to:
• Remain in a stationary position
• Use hands and fingers
• Utilize a computer monitor with visual acuity
• Operate technology or other office machinery such as printers, scanners, etc.
• Communicate clearly verbally and/or 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
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• Best Workplaces for Commuters 2023 & 2024 winner
• The Washington Post Top Workplaces 2023, 2024, and 2025 winner
• American Banker Best Banks to Work For 2023 winner
It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics.
Employment with Forbright Bank is at-will, which means that either you or the Company may terminate the relationship at any time.
