Service Specialist, Digital Banking

Lever, Inc.; United States; Hybrid; USD 52,000 - 55,000; Full time

Benefits offered by this job

Health, dental, and vision plans

4 weeks PTO

401k + company match

Metro SmartTrip benefits ($50/mo)

Remote or hybrid work schedules (4 in‑

Incentives for solar panels and EVs

Subscriptions to community initiatives

Job summary

Forbright Bank is seeking a Service Specialist, Digital Banking, to deliver friendly, expedient, and professional customer service to customers via telephone and written correspondence. Shift availability between 1:00 p.m. and 10:00 p.m.

EST, including Saturdays, with 8-hour or 10-hour shifts as needed. You will handle inquiries, educate customers on digital tools, assist with Reg E claims, support fraud investigations, and partner with team members to resolve complex issues while maintaining

Qualifications

• High School Diploma or GED required.
• Minimum of 2 years of customer service experience.
• Knowledge of financial institutions.
• Experience with general math, ten-key, and basic computer skills.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel).

Responsibilities

• Handle inbound and outbound calls, secure messages, and/or emails in a fast-paced contact center environment.
• Identify customer needs and provide relevant solutions including banking products.
• Navigate multiple systems and resources to manage tasks.
• Educate customers on Forbright's digital tools to improve user experience.
• Assist in applications and customer communications.
• Intake/process Reg E claims according to Federal Guidelines.
• Support fraud analysts by gathering information and logging findings.
• Frequent communication with fraud analysts and other representatives.
• Provide friendly, professional service and maintain high customer satisfaction.
• Embrace continuous improvement through coaching with management and team.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Problem solving

Teamwork

Adaptability

Financial services knowledge

Data entry

Education

High School Diploma or GED

Tools

Outlook

Word

PowerPoint

Excel

Job description

COMPANY DESCRIPTION:

Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter futurefor our clients and the communities we serve.Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors andcreative 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 Service Specialist, Digital Banking, is responsible for providing friendly, expedient, and professional customer service to Forbright Bank customers via telephone and/or written correspondence. This position requires shift availability between 1:00 p.m. and 10:00 p.m. EST, including Saturdays; 8-hour or 10-hour shifts as needed.

DUTIES AND RESPONSIBILITIES:

• Handle inbound and outbound customer calls, secure messages,and/or emails in a fast-paced contact center environment


• Use effective communication and probing questions and critical thinking skills toidentifycustomer needs and provide relevant solutions which may include offering banking products


• Manage multiple tasks such as efficiently navigating between systems and resources


• Advise and educate customers on availableForbright'sdigital tools and resources to improve the user experience


• Assistin application researched and customer communication around applications


• Intake/process Reg E claimsin accordance withFederal Guidelines


• Support fraud analysts by gathering information and logging findings within various systems


• Frequent communication with fraud analysts and other customer service representatives


• Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner. Continue great customer service throughout the phone call by thanking caller by name,demonstratinginterest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled


• Provide outstanding customer service bydemonstratingempathy, active listening, and professionalism


• Embrace continuous improvement and development through coaching and collaboration with manager and team members


• Is knowledgeable of and adheres toestablishedpolicies, procedures and processes and exercisesappropriate approvalauthority


• Identifysolutions leading to the retention and the building of member relationships while consistentlymaintaininga high levelof customer service


• Assistin training new and existing employees, in conjunction with Contact Center management and the Training Department


• Perform other duties as assigned

QUALIFICATIONS:

• High School Diploma or GEDrequired


• Minimum of 2years ofcustomerservice experiencerequired


• Previousjob duties in a Customer Service Representative titled position preferred


• Knowledge of financial institutions


• Experience in the use of general math, ten-key, and basic computer skills


• Canuse language effectively to gather information andfacilitatethe exchange of thought and ideas; express self clearly and logically


• Possess exceptional analytical skills and use of sound judgement; competent at applying logic to solve problems


• Competently works under pressure; is skilled at calmly diffusing highly charged situations and works with a sense of urgency


• Quick and thorough learner and competently applies newly learned information


• Quick to adopt and support frequent updates and changes


• Detail oriented and skilled in data entry


• Proficiencywith 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

$52,000 - $55,000 a year

The pay range for this position is above. The specific rate will depend on the successful candidate’s qualifications and prior experience $52,000 (entry level qualifications) to $55,000 (highly experienced).

POSITION REQUIREMENTS:

• 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 astandard, reflected in theprecisionof 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 innew 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: Wefocusour energy where we add value. We avoidthe commoditizedandthe ordinary, choosing to compete through insight, specialization,technologyand service.By concentrating on areas whereexpertisematters 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, driveimpactand 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. Weallocatecapital 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,maintainstrong 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 inclusiveopportunityand 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.