Supervisor, Customer Care Center, Digital Banking
Forbright BankRemote
Full Time
Posted August 4, 2026
$77k - $82k
Energy Management
Remote
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Job Description
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.
Key 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 to elevate Customer Care Advocate effectiveness
- Serve as the primary escalation point for complex customer issues, providing real-time guidance, resolving escalations, and answering Customer Care Advocate questions
- Use a data-driven approach to monitor individual and team performance against established KPIs and SLAs; deliver timely feedback through call monitoring, scorecards, and 1:1s
- Conduct formal performance management activities including 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 the highest standards of customer data privacy and security
- Actively and consistently support all efforts to simplify and enhance the customer and employee experience; surface opportunities for technological, organizational, and procedural improvement
- Support the Senior Manager to execute on call center strategy, staffing plans, training initiatives, and process enhancements (~10% strategic contribution)
- Cover for peers as needed; perform other duties as assigned
- 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 through 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 the banker's desktop and phone systems
- Initiative-taker who balances competing demands and thrives in a fast-paced environment
- Comfort with technology and learning new systems is essential
- 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, 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
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