Manager/Sr. Manager, Customer Service Center, Digital Banking

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 Manager/Senior Manager, Customer Service Center, Digital Banking is responsible for the success and development of team members within the Customer Service Center through effective leadership. This position maintains high standards of service and achieves key performance indicators (KPIs) while fostering a positive and supportive work environment.

DUTIES AND RESPONSIBILITIES:

• Actively and consistently support all efforts to simplify and enhance the customer and employee experience; proactively identify areas of opportunity to improve the Customer Service Center (technological, organizational, and procedural) 
• Effectively lead one or more teams of team leads and/or representatives utilizing supervisory skills including, but not limited to time and workforce management, planning, communication, and coaching skills 
• Utilize a data-driven approach to monitor individual and team performance to ensure performance and quality standards are met or exceeded 
• Assist team with escalated customer issues 
• Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching 
• Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives 
• Develop staff to be more effective in their roles by providing on-going coaching and on-the-job training; ensure highest levels of customer data privacy and security 
• Handle department personnel issues including performance reviews, counseling, and progressive disciplinary actions as needed 
• Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development 
• Assist in developing and implementing future Customer Service Center vision and strategy 
• Perform other duties as assigned 

SUPERVISORY RESPONSIBILITIES:

• Supervise assigned employees by organizing and monitoring work progress 
• Maintain staff by recruiting, selecting, orienting, and training employees 
• Manage performance of employees through development, coaching, and counseling 

QUALIFICATIONS:

• High School Diploma or GED required; Bachelor's Degree preferred  
• Consumer banking experience required with 5-7 years of previous call center/contact center experience; additional knowledge and experience in deposit or fraud operations preferred 
• 5+ years minimum of supervisory experience required for consideration of the Manager position  
• 10+ years minimum of supervisory experience required for consideration of the Sr. Manager position 
• Comfort with technology and learning new systems is essential 
• Exhibit strong leadership skills through coaching, training, and employee development 
• Engage in cross-functional collaboration to ensure effective communication and knowledge sharing across departments, showcasing a leadership presence that inspires cooperation and shared goals 
• Strong stakeholder management skills with ability to influence strategic direction of call center technology, process, and organizational design 
• Analytical acumen to identify and leverage key metrics to determine organizational and operational performance and efficacy within call center with strong commitment to meet and/or surpass key performance indicators and service-level agreements 
• Motivation: empower team members through effective motivation techniques, ensuring a high level of engagement, pro