Service Specialist, Digital Banking

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver friendly, prompt, and professional customer service to Forbright Bank clients via phone and/or written communication.

• Foster a customer service atmosphere that aligns with Forbright’s mission, vision, and core values.

• Manage incoming and outgoing customer calls, secure messages, and/or emails in a dynamic contact center setting.

• Utilize effective communication, probing questions, and critical thinking abilities to ascertain customer needs and provide appropriate solutions, which may include suggesting banking products.

• Handle multiple tasks efficiently, including navigating between various systems and resources.

• Educate and advise customers about Forbright's digital tools and resources to enhance the user experience.

• Assist with application research and customer communication regarding applications.

• Intake/process Reg E claims in compliance with Federal Guidelines.

• Aid fraud analysts by collecting information and documenting findings within multiple systems.

• Engage in regular communication with fraud analysts and other customer service representatives.

• Greet all inbound callers with politeness, friendliness, and professionalism.

• Provide exceptional customer service by showcasing empathy, active listening, and professionalism.

• Embrace ongoing improvement and development through coaching and collaboration with management and team members.

• Stay informed of and comply with established policies, procedures, and processes, exercising appropriate approval authority.

• Identify solutions that lead to member retention and the cultivation of strong member relationships while consistently upholding a high level of customer service.

• Assist in training both new and existing employees, in collaboration with Contact Center management and the Training Department.

• Perform additional duties as assigned.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• A minimum of 2 years of customer service experience is required.

• Prior experience in a Customer Service Representative position is preferred.

• Familiarity with financial institutions is essential.

• Proficient in general math, ten-key, and basic computer skills.

• Capable of using language effectively to gather information and facilitate the exchange of thoughts and ideas; able to express oneself clearly and logically.

• Exceptional analytical skills with sound judgment; adept at applying logic to resolve issues.

• Able to work effectively under pressure; skilled at calmly de-escalating tense situations and maintaining a sense of urgency.

• Quick and thorough learner who effectively applies newly acquired information.

• Responsive to frequent updates and changes.

• Detail-oriented with strong data entry skills.

• Proficient in Microsoft Office applications (Outlook, Word, PowerPoint, Excel).

• Excellent verbal, written, and interpersonal communication abilities.

• Strong organizational skills with keen attention to detail.

• Outstanding problem-solving and time management capabilities.

• Self-motivated, self-directed, and results-focused.

• Adaptable and capable of multitasking in a fast-paced environment.

• Able to work independently as well as part of a team; solution-oriented with a collaborative mindset.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• 4 weeks of paid time off (PTO).

• 401k plan with company matching.

• Metro SmartTrip benefits ($50/month).

• Flexible work schedules, including remote or hybrid options (4 days per week in-office) for most positions.

• Incentives for purchasing solar panels, electric vehicles, biking to work, and more.

• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and additional perks!

• Recognized as a Top Workplace by The Washington Post for four consecutive years (2023-2026).