Digital Branch Customer Care Representative

Eagle Bancorp, Inc.; Bethesda (MD); Hybrid; USD 32,000 - 46,000; Full time

Job summary

EagleBank in Bethesda, MD is seeking a Digital Branch Customer Care Representative to support digital accounts, mobile banking, and related products. The role focuses on prompt, accurate service, clear communication, and delivering a seamless customer experience to boost satisfaction and loyalty.

The position offers a hybrid work arrangement, with four days per week in the Bethesda office, and compensation in the hourly range of $23.24 to $33.44.

Qualifications

• H.S. Diploma or GED or equivalent.
• 2 years of inbound/outbound call center and/or branch operations experience in a financial institution.
• Proficient knowledge of banking products, policies, and services related to electronic banking.
• Advanced problem-solving skills.
• Capacity to work independently, be self-motivated and adaptable.
• Solid understanding of computers and browser functionalities.
• General knowledge of MS Office.

Responsibilities

• The Digital Branch Customer Care Representative delivers prompt, accurate support to Digital Branch customers across digital accounts, mobile banking, and related products and services.
• This role maintains high-quality customer service by prioritizing clear communication, timely resolution, and a seamless customer experience to reinforce satisfaction and loyalty.

Skills

Call center experience

Banking products knowledge

Problem-solving

Independent work

MS Office

Browser knowledge

Digital banking

Education

High school diploma or GED

Tools

MANTL

FIS D1Flex

Job description

Overview

We are a values driven organization putting Relationships FIRST. EagleBank (NASDAQ - EGBN) is focused on being Flexible, Involved, Responsive, Strong, and Trusted. By prioritizing meaningful connections with our customers, employees, and shareholders, we relentlessly deliver the most compelling, valuable service to our customers.EagleBank is committed to inclusion, equity, and respect. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience. We believe employees are essential to the building of relationships and we prioritize investing in employee growth and wellbeing. Employee involvement is fostered through resource groups, mentorship programs, community service, and scholarship opportunities for continued education. With features including maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in your HSA account, and 100% 401(k) matching up to 4%, we pride ourselves in the ways we support our internal relationships. The minimum and maximum projected hourly pay for this position is: $23.24 to $33.44.

We understand the need to be creative and flexible when it comes to telecommuting and other alternative work arrangements. This position is eligible for our hybrid remote work and will work in the Bethesda, MD office four days per week.

Responsibilities

The Digital Branch Customer Care Representative delivers prompt, accurate support to Digital Branch customers across digital accounts, mobile banking, and related products and services. This role consistently provides high-quality customer service by prioritizing clear communication, timely resolution, and a seamless customer experiences, reinforcing customer satisfaction, loyalty, and retention.

Qualifications

Requirements:

• H.S. Diploma or General Education Degree (GED) or equivalent
• 2 years of inbound and outbound call center and/or branch operations experience in a financial institution
• Proficient knowledge of banking products, policies, and services particularly related to electronic banking.
• Advanced problem-solving skills.
• Capacity to work independently, be self-motivated and adapt well to change.
• Solid understanding of computers and browser functionalities.
• General knowledge of MS Office.

Preferences:

• Previous experience working with digital branch products and services, with an emphasis in high-volume customer interactions, online account servicing, and digital support
• Previous experience with MANTL online account opening solution
• Previous experience with FIS D1Flex online banking support tool