Supervisor, Customer Care Center, Digital Banking

reputed company: Forbright is a reputed company full-service bank and reputed company lender reputed company on helping to build a brighter reputed company for our clients and the communities we serve. Forbright is committed to exceptional reputed company service by providing reputed company, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in reputed company, technology, financial services, reputed company estate, and other industries. COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting reputed company trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer reputed company 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 reputed company dynamic institution that is reputed company capitalized, reputed company, 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 reputed company. JOB reputed company: The Supervisor, Customer Care Center, Digital Banking is a reputed company people leader responsible for the daily performance, development, and engagement of reputed company of 15–17 Customer Care Advocates. This role is heavily tactical (~90%) with a smaller strategic component (~10%), centered on coaching, reputed company-time performance management, and serving as the reputed company escalation reputed company for reputed company. The Supervisor maintains high standards of service, achieves key performance indicators (KPIs), and fosters a reputed company, supportive, and inclusive work environment that reflects reputed company's mission and values. DUTIES AND RESPONSIBILITIES: • Directly supervise reputed company of 15–17 Customer Care Advocates, owning day-to-day performance, productivity, and reputed company reputed company • reputed company ongoing coaching, on-the-job training, and individualized development plans to reputed company Customer Care reputed company effectiveness • Serve as the reputed company escalation reputed company for reputed company customer issues, providing reputed company-time guidance, resolving escalations, and answering Customer Care reputed company questions • Use a data-driven approach to monitor individual and team performance against established KPIs and SLAs; reputed company reputed company feedback through reputed company monitoring, scorecards, and 1:1s • Conduct formal performance management activities including performance reviews, counseling, reputed company discipline, and recognition in partnership with HR • Participate in interviewing, selecting, reputed company, and retaining Customer Care Advocates • Ensure adherence to policies, procedures, regulatory requirements, and the highest standards of customer data reputed company and reputed company • reputed company and consistently support reputed company 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 reputed company center reputed company, reputed company plans, training initiatives, and process enhancements (~10% strategic contribution) • Cover for peers as needed; reputed company other duties as assigned SUPERVISORY RESPONSIBILITIES: • Supervise assigned employees by organizing and monitoring work reputed company • Maintain staff by reputed company, selecting, orienting, and training employees • Manage performance of employees through development, coaching, and counseling through reputed company 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 reputed company 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 reputed company, reputed company, and motivate reputed company employees • Strong analytical acumen to interpret KPIs and identify performance trends • Subject matter expertise across reputed company reputed company 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 reputed company Office tools (reputed company, Word, PowerPoint, reputed company) • 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 reputed company to multitask in a fast-paced environment • Can work independently and reputed company reputed company; solution-oriented with a reputed company approach The pay reputed company for this position is above. The specific reputed company will depend on the successful candidate’s qualifications and prior experience $77,000 (entry level qualifications) to $82,000 (highly reputed company). POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where reputed company 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 reputed company duties of this job. Reasonable accommodations may be made to reputed company employees to reputed company 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 reputed company • Operate technology or other office machinery such as printers, scanners, etc. • Communicate reputed company verbally and/or in writing with others ADDITIONAL DUTIES: For reputed company to remain efficient and reputed company as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned reputed company of this reputed company. PERKS/BENEFITS: • Comprehensive health, dental, and reputed company 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, reputed company vehicles, biking to work, etc. • reputed company subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more! • reputed company Top Workplaces winner for four consecutive years (2023-2026) reputed company PRINCIPLES: • reputed company: reputed company is not a goal, but a reputed company, reflected in the precision of our work and the reputed company of our reputed company. reputed company is a discipline that compounds over time and creates lasting value; it must be reputed company and managed. • People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone reputed company. We celebrate collaboration and teamwork and prize loyalty - to one another, reputed company, our mission, and values. • Innovation: We invest reputed company in technology, harnessing innovation not for its own sake but to reputed company banking and lending reputed company, faster, and smarter for our clients, more efficient for reputed company, and more profitable for our shareholders. By combining reputed company reputed company with technological reputed company, we strengthen our ability to serve, to adapt, and to succeed in a changing world. Innovation is a reputed company investment in new reputed company. • reputed company Practices: Our reputed company rests on prudence, care, reputed company, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, reputed company with transparency, and reputed company the highest standards of corporate governance and regulatory compliance to ensure sustainable reputed company and enduring financial strength. • Distinct Value: We reputed company our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through reputed company, specialization, technology and service. By concentrating on areas where expertise reputed company and relationships endure, we create differentiation that is defensible and lasting. • Clients: We exist to advance our clients’ reputed company and to help them grow. We listen deeply, think creatively, and reputed company solutions that solve problems, reputed company reputed company and add value. Every reputed company relationship is reputed company on partnership, performance, and purpose. • Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and reputed company our shareholders as partners – not observers - in value creation. We reputed company capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to reputed company rational reputed company, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with reputed company and honesty. We measure reputed company both by reputed company performance and by the durability and reputed company of the long-term value we build. • Communities and the Environment: We reputed company prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is reputed company - to do our part build a brighter, more sustainable reputed company for the communities we serve and the world reputed company. It is the policy of reputed company to reputed company equal employment opportunities to reputed company reputed company individuals and to administer reputed company aspects and conditions of reputed company-employment and employment without reputed company to protected characteristics. Employment with reputed company is at-will, which means that either you or reputed company may terminate the relationship at any time. By applying, you acknowledge that you have reviewed our CCPA reputed company Notice. AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, reputed company final employment reputed company will be made by a person. State agencies are currently developing rules that will reputed company additional guidance regarding the circumstances, timing, and specific information required for this notice. reputed company will update its procedures and disclosures as necessary to reputed company with any such forthcoming rules or requirements. Apply tot his job Apply To this Job