Supervisor, Customer Care Center – Digital Banking
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Job Description
Forbright Bank digital banking supervisor leading 15–17 customer care advocates. Coaching teams, managing KPIs, resolving escalations, and supporting call-center strategy.
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
- Serve as the primary escalation point for complex customer issues
- Monitor individual and team performance against KPIs and SLAs using call monitoring, scorecards, and 1:1s
- Conduct 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 customer data privacy and security standards
- Identify opportunities to improve customer and employee experience through technological, organizational, and procedural enhancements
- Support the Senior Manager with call center strategy, staffing plans, training initiatives, and process enhancements
- Cover for peers and perform other duties as assigned
- Organize and monitor assigned employees' work progress
- Recruit, select, orient, and train employees
- Manage employee performance through development, coaching, counseling, structured 1:1s, calibration sessions, and individualized development plans
Requirements:
- High School Diploma or GED required; Associate’s Degree preferred
- Minimum of 4 years of previous call center/contact center experience in financial services required
- Experience in deposit or fraud operations preferred
- Minimum of 4 years of supervisory experience required
- Demonstrated ability to coach, develop, and motivate frontline employees
- Strong analytical acumen to interpret KPIs and identify performance trends
- Subject matter expertise across core call center processes and banker’s desktop and phone systems
- Comfort with technology and learning new systems
- Minimum required internet speed of 75 Mbps download / 25 Mbps upload
- Ability to work evenings and Saturdays as required
- Proficiency with Microsoft Office tools: Outlook, Word, PowerPoint, and 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
- Ability to work independently and within a team with a collaborative, solution-oriented approach
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!
- Washington Post Top Workplaces winner for four consecutive years (2023-2026)
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