Lead, Call Center Operations, Digital Banking

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 Lead, Call Center Operations, Digital Banking is responsible for the success and development of Service Specialists within the Digital Banking Operations team through effective leadership. This position will assist the Supervisor, Call Center Operations and AVP, Call Center Operations Manager in maintaining high standards of service and achieving 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
• Monitor individual and team performance to ensure performance and quality standards are met or exceeded
• Assist the team with escalated customer issues
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
• Assist in developing staff to be more effective in their roles by providing ongoing coaching and on the job training with direction from the Supervisor, Call Center Operations and AVP, Call Center Operations Manager
• Motivate and inspire others to action utilizing effective leadership skills including problem solving and team development
• Assist in developing and implementing future Customer Call Center vision and strategy
• Assist in day-to-day call center operations including but not limited to answering customer calls, emails, and handling escalations
• 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
• Minimum of 3 years of previous call center/contact center experience required
• Minimum of 1 years of supervisory or escalation desk experience required
• Comfort with technology and learning new systems is essential
• Leadership – exhibit a strong desire to assist in leadership skills through coaching, training, and employee development
• Motivation – empower team members through effective motivation techniques, ensuring a high level of engagement, productivity, and commitment to achieving departmental objectives
• Balance competing demands efficiently and optimize productivity to contribute to the department’s success
• Self-motivated and self-starter that thrives in a fast-paced environment while influencing others
• 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. $58,000 (entry level qualifications) to $75,000 (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.

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