Service Specialist

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 requires shift availability between 1:00 p.m. and 10:00 p.m. EST, including Saturdays; 8-hour or 10-hour shifts as needed.

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