Call Center Operations Lead, Digital Banking
Posted 2025-04-06COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and lender helping accelerate the transition to a sustainable and low-carbon economy. Headquartered in Chevy Chase, Maryland, Forbright is committed to accelerating the transition to a sustainable economy by financing visionary leader in clean energy, healthcare, technology, financial services, real estate, and other industries with... extraordinary service.
COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible environmental, social, and governance (ESG) practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.
COMPANY MISSION: We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use ForbrightÂs capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a more sustainable future.
JOB SUMMARY: The Contact Center Support Lead is responsible for the success and development of others within our Digital Banking Operations team through effective leadership. We are looking for an individual who is determined to go above and beyond expectations to get the results needed. The ideal candidate will be a confident self-starter that thrives in a fast-paced environment and develops influence with team members. Your goal will be to assist the Call Center Supervisor and Call Center Operations Manager in maintaining high standards of service and achieve key performance indicators (KPIs) while fostering a positive and supportive work environment.
Duties And Responsibilities
 Actively and consistently support all efforts to simplify and enhance the customer and employee experience
 Monitor individual and team performance to ensure performance and quality standards are met or exceeded
 Assist team with escalated customer issues
 Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
 Assist in developing staff to be more effective in their roles by providing on-going coaching and on-the-job training with direction from the Call Center Supervisor and Call Center Operations Manager
 Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development
 Performs other duties as requested by management
 Assist in developing and implementing future call center vision and strategy
 Assist in day-to-day call center operations including but not limited to answering customer calls, emails and handling escalations
Qualifications
 High school diploma or GED is required
 3-5 years of previous call center/contact center experience is required
 1-3 years of Supervisory or escalation desk experience is required
 Comfort with technology and learning new systems is essential
 Leadership- Exhibits strong desire to assist in leadership skills through coaching, training and employee development
 Motivation- Empowers team members through effective motivation techniques, ensuring a high level of engagement, productivity, and commitment to achieving departmental objectives
 Balances competing demands efficiently, optimizing productivity and contributing to departmentÂs success
The pay range for this position is below. The specific rate will depend on the successful candidateÂs qualifications and prior experience. $55,000 (entry level qualifications) to $65,000 (highly experienced).
POSITION REQUIREMENTS: The requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees to perform the essential functions. Work is conducted primarily in an office; however, some positions may be conducted remotely via technology. While performing duties of this job, the employee may be regularly required for prolonged periods of time to:  Sit or stand at a desk  Walk, stoop down, crouch, kneel or bend over  Use hands and fingers  Utilize a computer monitor with visual acuity  Operate technology and other office machinery such as printers, fax machines, scanners, etc  Communicate clearly both verbally and 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.
PERKS/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
 Bonuses for purchasing solar panels, electric vehicles, biking to work, etc
 Paid subscriptions to Veterans Compost, Imperfect Foods, and more!
 Best Workplaces for Commuters 2023 & 2024 winner
 The Washington Post Top Workplaces 2023 & 2024 winner
 American Banker Best Banks to Work For 2023 winner
It is the policy of Forbright Bank to provide equal employment opportunities to all qualified individuals and to administer all aspects and conditions of pre-employment and employment without regard to protected characteristics
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