Supervisor, Customer Care Center, Digital Banking

JOB SUMMARY

The Supervisor, Customer Care Center, Digital Banking is a frontline people leader responsible for the daily performance, development, and engagement of a team of 15–17 Customer Care Advocates. This role is heavily tactical (~90%) with a smaller strategic component (~10%), centered on coaching, real-time performance management, and serving as the primary escalation point for the team. The Supervisor maintains high standards of service, achieves key performance indicators (KPIs), and fosters a positive, supportive, and inclusive work environment that reflects Forbright Bank's mission and values.

DUTIES AND 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

SUPERVISORY RESPONSIBILITIES

• 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

QUALIFICATIONS

• 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

POSITION REQUIREMENTS

We are committed to creating an inclusive workplace where all employees are capable of performing their job position. Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion. The functions described below are representative of those to successfully perform duties of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. While performing duties of this job, the employee may be regularly required for extended periods of time to:

• Remain in a stationary position
• Use hands and fingers
• Utilize a computer monitor with visual acuity
• Operate technology or other office machinery such as printers, scanners, etc.
• Communicate clearly verbally and/or in writing with others

ADDITIONAL DUTIES

For Forbright Bank to remain efficient and nimble as a growing organization, team members are expected to exhibit a high level of flexibility regarding any duties that may be situationally assigned outside of this job description.