Forbright Bank

Customer Advocacy Analyst, Digital Banking

Forbright Bank

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $60,000 - $66,000 per year

About the role

  • Respond to and resolve customer complaints received via phone, email, social media, digital platforms, senior and executive leadership, and other highly regulated channels
  • Conduct thorough investigations by gathering information from internal systems, management, frontline teams, and customers
  • Utilize de-escalation techniques to manage sensitive or high-risk interactions
  • Foster positive relationships, strengthen trust, and loyalty
  • Research, investigate, and respond to customer escalations received through regulatory agencies, management, social media, and other channels
  • Track, categorize, and analyze complaint data to identify patterns and emerging risks
  • Coordinate with Digital Banking and enterprise teams to implement corrective actions when needed
  • Recommend process improvements, policy updates, and customer experience enhancements
  • Deliver consistent, empathetic, and solution-oriented service across all channels
  • Remain current on organizational policies, procedures, and all applicable laws and regulations to ensure compliance and recommend operational updates as needed
  • Accurately document complaints, investigations, and resolutions in a complaint management system
  • Support internal audits and regulatory examinations by maintaining organized and clear records.

Requirements

  • High School Diploma required; Bachelor’s Degree preferred
  • Minimum of 3 years in customer relations, complaint management in financial services
  • Minimum of 2 years in customer service in financial services
  • Experience handling regulated complaints (e.g., FDIC, CFPB, OCC, BBB, or similar regulatory bodies) preferred
  • Proven de-escalation and conflict resolution skills
  • Experience with CRM, complaint tracking systems, and digital engagement platforms
  • Working knowledge of banking regulations and complaint management standards
  • Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, 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
  • Can work independently and within a team; solution-oriented with a collaborative 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!
  • Best Workplaces for Commuters 2023 & 2024 winner
  • The Washington Post Top Workplaces 2023, 2024, and 2025 winner
  • American Banker Best Banks to Work For 2023 winner
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
complaint managementde-escalation techniquesconflict resolutioncustomer servicecomplaint tracking systemsbanking regulationscomplaint management standardsMicrosoft Officedata analysisprocess improvement
Soft Skills
verbal communicationwritten communicationinterpersonal communicationorganizational skillsattention to detailproblem-solvingtime managementself-motivatedadaptabilitycollaboration