Service Specialist, Digital Banking

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 supports a customer service environment that is focused on the Forbright’s mission, vision, and core values. Hours of operation are Monday – Friday (excluding federal holidays) 8 a.m. - 8 p.m. EST. Available schedules are provided verbally upon employment offer.

DUTIES AND RESPONSIBILITIES

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

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Use effective communication and probing questions and critical thinking skills to identify customer needs and provide relevant solutions which may include offering banking products

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Manage multiple tasks such as efficiently navigating between systems and resources

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Advise and educate customers on available Forbright's digital tools and resources to improve the user experience

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Assist in application researched and customer communication around applications

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Intake/process Reg E claims in accordance with Federal Guidelines

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

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Frequent communication with fraud analysts and other customer service representatives

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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, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled

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Provide outstanding customer service by demonstrating empathy, active listening, and professionalism

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

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Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority

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Identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service

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

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Perform other duties as assigned

QUALIFICATIONS

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• High School Diploma or GED required
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• Minimum of 2 years of customer service experience required
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• Previous job duties in a Customer Service Representative titled position preferred
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• Knowledge of financial institutions
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• Experience in the use of general math, ten-key, and basic computer skills
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• Can use language effectively to gather information and facilitate the exchange of thought and ideas; express self clearly and logically
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• Possess exceptional analytical skills and use of sound judgement; competent at applying logic to solve problems
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• Competently works under pressure; is skilled at calmly diffusing highly charged situations and works with a sense of urgency
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• Quick and thorough learner and competently applies newly learned information
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• Quick to adopt and support frequent updates and changes
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• Detail oriented and skilled in data entry
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• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
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• Excellent verbal, written, and interpersonal communication skills
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• Strong organizational skills and attention to detail
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• Outstanding problem-solving and time management skills
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• Self-motivated, self-directed, and results-oriented
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• Adaptable and able to multitask in a fast-paced environment
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• Can work independently and within a team; solution-oriented with a collaborative approach