Job Details
**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:** We are looking to hire a Customer Service Representative that is responsible for supporting all duties within the Customer Service Department.
**DUTIES AND RESPONSIBILITIES:** * Provide outstanding customer service to customers in a friendly and courteous manner at all times.
* Serve customers by providing product and service information and resolving product and service problems.
* Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
* Provide information to customers on their account status and account balances.
* Establish and promote cordial relationships with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
* Ensure that all Bank policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
* Channel complex customer complaints and challenges to the right department/division for effective resolution.
* Perform data entry and file maintenance to online accounts/mobile banking/RDC profiles.
* Answer incoming customer/branch inquiries and account maintenance requests, and research/resolve problems and errors in a timely manner.
* Continuously update skill by participating in professional trainings, complete courses as instructed by management, and contribute acquired knowledge to the development of the Bank.
* Acts as back up for other members of the Customer Service department.
* A college degree is required, or equivalent experience in a technical or operational role at a financial institution.
* Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them and propose solutions or make contributions based on the points made.
* Strong communication skills characterized by excellent writing and speaking skills.
* Excellent multi-tasking skills and ability to function under pressure.
* Excellent negotiation skills and ability to influence people.
* Demonstrated ability to de-escalate conflict when faced with challenging situations.
* High level of interpersonal skills to handle sensitive and confidential situations.
* Strong technical skills and knowledge of Microsoft (Word, Excel) and the Internet.
* Knowledge of online banking products and services.
* Demonstrated poise, tact and diplomacy.
* Attention to detail with the ability to establish priorities and meet deadlines.
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.
*Forbright Bank is committed to cultivating an environment that promotes diversity as a fundamental value. We welcome employees with a range of experiences, backgrounds, and perspectives.
Forbright Bank is an Equal Opportunity Employer*