Supervisor, Customer Care Center, Digital Banking

@ Forbright Bank
Forbright Bankforbrightbank.com

Supervisor, Customer Care Center, Digital Banking

Posted 2 weeks ago

About the job

Forbright is a nationwide full-service bank focusing on personal banking, financing solutions, and community building. The Supervisor role focuses on team performance, coaching, and resolving escalations to deliver exceptional customer service aligned with our mission and values.

Requirements

  • 4+ years call center experience
  • Supervisory experience required
  • Knowledge of banking operations
  • Strong communication skills
  • Data-driven performance monitoring

Qualifications

  • High School Diploma or GED
  • 4+ years supervisory experience
  • Financial services call center background
  • Ability to coach and motivate
  • Analytical and organization skills

Full job description

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 Supervisor, Customer Care Center, Digital Banking is a frontline people leader responsible for the daily performance, development, and engagement of a team of 15–17 Customer Care Advocates. This role is heavily tactical (~90%) with a smaller strategic component (~10%), centered on coaching, real-time performance management, and serving as the primary escalation point for the team. The Supervisor maintains high standards of service, achieves key performance indicators (KPIs), and fosters a positive, supportive, and inclusive work environment that reflects Forbright Bank's mission and values. 

DUTIES AND RESPONSIBILITIES:

  • 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 to elevate Customer Care Advocate effectiveness 


  • Serve as the primary escalation point for complex customer issues, providing real-time guidance, resolving escalations, and answering Customer Care Advocate questions 


  • Use a data-driven approach to monitor individual and team performance against established KPIs and SLAs; deliver timely feedback through call monitoring, scorecards, and 1:1s 


  • Conduct formal performance management activities including 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 the highest standards of customer data privacy and security 


  • Actively and consistently support all efforts to simplify and enhance the customer and employee experience; surface opportunities for technological, organizational, and procedural improvement 


  • Support the Senior Manager to execute on call center strategy, staffing plans, training initiatives, and process enhancements (~10% strategic contribution) 


  • Cover for peers as needed; 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 through structured 1:1s, calibration sessions and individualized development plans



QUALIFICATIONS:

  • 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 the banker's desktop and phone systems 


  • Initiative-taker who balances competing demands and thrives in a fast-paced environment 


  • Comfort with technology and learning new systems is essential 


  • 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, 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 





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 (4 days per week in-office) 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!

• The Washington Post Top Workplaces winner for four consecutive years (2023-2026)

CORE PRINCIPLES:

• Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed. 

• People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values.   

• Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders.  By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world.  Innovation is a continuous investment in new ideas. 

• Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength.   

• Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting. 

• Clients: We exist to advance our clients’ success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose. 

• Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners – not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build.  

• Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share. 

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.

By applying, you acknowledge that you have reviewed our CCPA Privacy Notice.

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