Service Specialist, Digital Banking

Forbright Bank

Service Specialist providing friendly, expedient customer service for Forbright Bank customers via telephone and written correspondence. Supporting customer service environment focused on the bank’s mission and values.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $52,000 - $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates exceptional customer service skills, with a focus on effective communication, problem-solving, and the ability to manage multiple tasks in a fast-paced environment. Proficient in utilizing digital tools and resources to enhance customer experience while adhering to established policies and procedures.

Highest-signal resume keywords

Customer Service ExperienceFinancial Institution KnowledgeMicrosoft Office ProficiencyAnalytical SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryGeneral Math SkillsTen-Key SkillsCritical ThinkingApplication Research

Soft Skills

Effective CommunicationEmpathyActive ListeningOrganizational SkillsAdaptability

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft PowerPointMicrosoft Excel

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer Service RepresentativeContact CenterReg E ClaimsFraud AnalysisCustomer Retention

About the role

Key responsibilities & impact

Provide friendly, expedient, and professional customer service to Forbright Bank customers via telephone and/or written correspondence
Support a customer service environment that is focused on Forbright’s mission, vision, and core values
Handle inbound and outbound customer calls, secure messages, and/or emails in a fast-paced contact center environment
Use effective communication and probing questions and critical thinking skills to identify customer needs and provide relevant solutions which may include offering banking products
Manage multiple tasks such as efficiently navigating between systems and resources
Advise and educate customers on available Forbright's digital tools and resources to improve the user experience
Assist in application research and customer communication around applications
Intake/process Reg E claims in accordance with Federal Guidelines
Support fraud analysts by gathering information and logging findings within various systems
Frequent communication with fraud analysts and other customer service representatives
Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner
Provide outstanding customer service by demonstrating empathy, active listening, and professionalism
Embrace continuous improvement and development through coaching and collaboration with manager and team members
Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority
Identify solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service
Assist in training new and existing employees, in conjunction with Contact Center management and the Training Department
Perform other duties as assigned

Requirements

What you’ll need

High School Diploma or GED required
Minimum of 2 years of customer service experience required
Previous job duties in a Customer Service Representative titled position preferred
Knowledge of financial institutions
Experience in the use of general math, ten-key, and basic computer skills
Can use language effectively to gather information and facilitate the exchange of thought and ideas; express self clearly and logically
Possess exceptional analytical skills and use of sound judgement; competent at applying logic to solve problems
Competently works under pressure; is skilled at calmly diffusing highly charged situations and works with a sense of urgency
Quick and thorough learner and competently applies newly learned information
Quick to adopt and support frequent updates and changes
Detail oriented and skilled in data entry
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

Comp & perks

Comprehensive health, dental, and vision plans
4 weeks PTO
401k + company match
Metro SmartTrip benefits ($50/mo)
Remote or hybrid (4 days per week in-office) 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!
The Washington Post Top Workplaces winner for four consecutive years (2023-2026)