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Role Description

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 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 research 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.
• 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 judgment; 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.

Requirements

• Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion.
• Remain in a stationary position for extended periods of time.
• 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.

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.