Customer Advocacy Analyst, Digital Banking
Forbright BankLocation not specified
Full Time
Posted March 9, 2026
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Job Description
The Customer Advocacy Analyst serves as a key liaison between customers and the bank, ensuring prompt, compliant, and customer-focused resolution of complaints and service issues while collaborating with various internal teams to improve the overall customer experience.
Key Responsibilities
- Serve as a liaison between customers and the bank to ensure timely, compliant, and customer-focused resolution of complaints and service concerns.
- Collaborate with internal teams such as Contact Center, Digital Banking Operations, Risk Compliance, and Consumer Fair Banking to investigate issues and identify root causes.
- Analyze trends in customer complaints and service issues to develop and implement solutions that enhance customer experience.
Requirements
- Serve as a critical liaison between customers and the Bank by ensuring timely, compliant, and customer-focused resolution of complaints and service concerns across multiple channels including from regulatory agencies and Senior Management.
- Collaborate closely with the Contact Center and other Digital Banking Operations teams, Digital Banking Risk Compliance, Consumer Compliance Fair Banking, and other internal departments to investigate issues, identify root causes, analyze trends, and implement solutions that enhance customer experience.
- Work primarily in an office setting, with some positions possibly allowing remote work through the use of technology at management discretion.
- Remain in a stationary position for extended periods of time while performing duties of the job.
- Use hands and fingers regularly to operate technology or office machinery such as computers, printers, scanners, etc.
- Utilize a computer monitor with visual acuity to perform job functions.
- Communicate clearly, either verbally or in writing, with others as part of job responsibilities.
Benefits & Perks
Comprehensive health, dental, and vision plans
4 weeks PTO
401k company match
Metro SmartTrip benefits
50% 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
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