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 Customer Support Administrator II is responsible for supporting all administrative duties within the Customer Service Department by providing quality customer service, handling the more complex complaints, customer inquiries, etc.

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 ongoing administrative support to the Customer Support team and other members of the department.
• Provide exceptional customer service by taking ownership of the customer experience.
• Assist in the design and implementation of processes to manage Customer Support administrative duties 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
• 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 as needed, including taking phone calls on an as needed basis.
• Make outbound phone calls to customers as needed
• Performs additional duties as assigned

QUALIFICATIONS:

• 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

POSITION REQUIREMENTS: The requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. Work is conducted primarily in an office; however, some positions may be conducted remotely via technology. While performing duties of this job, the employee may be regularly required for prolonged periods of time to:

• Sit or stand at a desk
• Walk, stoop down, crouch, kneel or bend over
• Use hands and fingers
• Utilize a computer monitor with visual acuity
• Operate technology and other office machinery such as printers, fax machines, scanners, etc.
• Communicate clearly both verbally and 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.

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.

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