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Senior Customer Service Representative

Forbright Bank
Chevy Chase, MD
  • Expired: December 09, 2022. Applications are no longer accepted.

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: The Senior Customer Service Representative is responsible for supporting all duties within the Customer Service Department, such as providing quality customer service and handling more complex complaints and customer inquiries. This is a remote position. DUTIES AND RESPONSIBILITIES: * "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 * Serve as back-up to other members of the team * Performs additional duties as assigned DESIRED QUALIFICATIONS: * A college degree is 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

Forbright Bank


Chevy Chase, MD
20815 USA



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