Jobs and Careers

Supervisor, Customer Care Center, Digital Banking

UKRemotefull_timeVerifiedPosted 4 Aug 2026

💰 $401,000/yr

About the role

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 Supervisor, Customer Care Center, Digital Banking is a frontline people leader responsible for the daily performance, development, and engagement of a team of 15–17 Customer Care Advocates. This role is heavily tactical (~90%) with a smaller strategic component (~10%), centered on coaching, real-time performance management, and serving as the primary escalation point for the team. The Supervisor maintains high standards of service, achieves key performance indicators (KPIs), and fosters a positive, supportive, and inclusive work environment that reflects Forbright Bank's mission and values.

DUTIES AND RESPONSIBILITIES:

Directly supervise a team of 15–17 Customer Care Advocates, owning day-to-day performance, productivity, and quality outcomes

Provide ongoing coaching, on-the-job training, and individualized development plans to elevate Customer Care Advocate effectiveness

Serve as the primary escalation point for complex customer issues, providing real-time guidance, resolving escalations, and answering Customer Care Advocate questions

Use a data-driven approach to monitor individual and team performance against established KPIs and SLAs; deliver timely feedback through call monitoring, scorecards, and 1:1s

Conduct formal performance management activities including performance reviews, counseling, progressive discipline, and recognition in partnership with HR

Participate in interviewing, selecting, onboarding, and retaining Customer Care Advocates

Ensure adherence to policies, procedures, regulatory requirements, and the highest standards of customer data privacy and security

Actively and consistently support all efforts to simplify and enhance the customer and employee experience; surface opportunities for technological, organizational, and procedural improvement

Support the Senior Manager to execute on call center strategy, staffing plans, training initiatives, and process enhancements (~10% strategic contribution)