Service Specialist, Digital Banking

COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative 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 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) 5am – 5pm PST. Available schedules are provided verbally upon employment offer.

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 to identify customer 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 available Forbright's digital tools and resources to improve the user experience
• Assist in application researched and customer communication around applications
• Intake/process Reg E claims in accordance with Federal 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, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled
• Provide outstanding customer service by demonstrating empathy, active listening, and professionalism
• Embrace continuous improvement and development through coaching and collaboration with manager and team members
• Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority
• Identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service
• Assist in 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 GED required
• Minimum of 2 years of customer service experience required
• Previous job 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
• Can use language effectively to gather information and facilitate the 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
• Proficiency with 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

POSITION REQUIREMENTS: We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to:
• 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 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!
• Best Workplaces for Commuters 2023 & 2024 winner
• The Washington Post Top Workplaces 2023, 2024, and 2025 winner
• American Banker Best Banks to Work For 2023 winner

CORE PRINCIPLES:
• Excellence: Excellence is not a goal, but a standard, reflected in the precision of 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 in new 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: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters 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, drive impact and 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. We allocate capital 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, maintain strong 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 inclusive opportunity and 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.

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