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Senior Customer Service Representative

Chevy Chase, MD · Customer Service
COMPANY DESCRIPTION:  Forbright Bank is a full-service bank, commercial lender, and asset manager headquartered in Chevy Chase, Maryland. Forbright is a banking and financing visionary leader in clean energy, healthcare, technology, financial services, real estate, and other industries with extraordinary service.

COMPANY CULTURE:  We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) 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 values-driven institution with an uncommon commitment to decarbonization and sustainability. As the need to build a more sustainable, low-carbon economic system grows increasingly urgent, we are dedicating half of our assets to financing the companies, investors, and innovators driving that change. We are reimagining how a bank should operate in a changing world.

JOB SUMMARY:  We are looking to hire a Senior Customer Service Representative that will be responsible for supporting all duties within the Customer Service Department by providing quality customer service, handling the more complex complaints, customer inquiries, etc.
  • “Service” is the highest priority of the Bank.  All employees must strive to provide excellent service and adhere to Company Standards
  • Provide exceptional customer service by taking ownership of the customer experience from introduction to resolution
  • Serve as the point of escalation within the department by ensuring customers are attended to promptly and that all issues are resolved in a timely and efficient manner
  • Assist in the design and implementation of processes to manage the customer interaction and help streamline the customer service experience
  • Resolve product and service issues by determining the root cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
  • Serve as the department expert in product and service knowledge by mastering every feature and benefit of the products and services offered by the bank
  • Establish and promote cordial relationship with customers, ensuring prompt attention to their inquiries and solving their problems to ensure maximum satisfaction
  • Continuously update skills by participating in professional trainings, and courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank
  • Ensure that all bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
  • Acts as back up to other members of the team
  • Performs additional duties as assigned
  • Bachelor’s Degree preferred or equivalent 3+ years’ experience in a customer service or digital banking support role at a financial institution
  • Experience with FIS Core Banking and digital platform is a plus
  • Experience with customer relationship management software is a plus
  • Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them, and then propose solutions or make contributions based on the points made
  • Strong communication skills characterized by excellent writing and speaking skills
  • Must possess excellent multi-tasking skills and be able to function under pressure
  • Must have excellent negotiation skills and be able to influence people
  • Must have a keen eye for detail, establishing priorities, meeting deadlines and following instructions to the letter
  • Strong technical skills and knowledge Microsoft (Word, Excel), Call Center applications and phone systems
  • Knowledge of online banking products and services
  • Position continually requires demonstrated poise, tact and diplomacy
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.

💼 Comprehensive health, dental, and vision plans
🌴 4 weeks PTO
💰 401k + company match
🚉 Metro SmartTrip benefits ($50/mo)
💻 WFH flexibility
🚴 Bonuses for purchasing solar panels, electric vehicles, biking to work, etc.
🍎 Paid subscriptions to Veterans Compost, Imperfect Foods and more!

Forbright Bank is committed to cultivating an environment that promotes diversity as a fundamental value. We welcome employees with a range of experiences, backgrounds, and perspectives.
Forbright Bank is an Equal Opportunity Employer.

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