Supervisor, Customer Care Center, Digital Banking

About the Company

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. We provide seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle-market businesses and investors in healthcare, technology, financial services, real estate, and other industries.

We are a dynamic, high-energy, fast-paced organization with an exciting growth trajectory, meaningful mission, and embedded responsible practices. Our culture emphasizes collaboration, inclusion, flexibility, recognition, and giving back. We seek individuals who are passionate about our mission and are motivated, customer- and results-oriented, innovative, adaptable, and thoughtful.

As a mission-driven institution, we operate a sound, well-capitalized, liquid, and profitable bank using best practices to manage risk and ensure compliance. We leverage Forbright’s capital, capabilities, innovation, and expertise to help clients succeed and contribute to a brighter future.

About the Role

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 primarily 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 service standards, achieves key performance indicators (KPIs), and fosters a positive, supportive, and inclusive work environment aligned with Forbright Bank's mission and values.

Responsibilities

• Lead, develop, and engage a team of 15-17 Customer Care Advocates through coaching and real-time performance management.
• Serve as the primary escalation point for team inquiries and issues.
• Maintain high standards of service and achieve key performance indicators (KPIs).
• Foster a positive, supportive, and inclusive work environment that reflects Forbright Bank’s mission and values.
• Exhibit flexibility to take on additional duties as needed to support organizational efficiency and growth.

Work Environment

• Primarily conducted in an office setting, with potential for remote work at management discretion.
• Regularly required to remain in a stationary position for extended periods.
• Frequent use of hands and fingers to operate technology, computers, and office machinery (e.g., printers, scanners).
• Clear verbal and written communication with others.
• Visual acuity required for computer monitor use.

Reasonable accommodations may be made to enable employees to perform essential functions.

Benefits

• Comprehensive health, dental, and vision plans.
• 4 weeks of paid time off (PTO).
• 401k with company match.
• Metro SmartTrip benefits ($50/month).
• Remote or hybrid work schedules (4 days per week in-office for most positions).
• Incentives for purchasing solar panels, electric vehicles, and biking to work.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, and reimbursement for Imperfect Foods.
• Recognized as a Washington Post Top Workplace for four consecutive years (2023–2026).

Pay

The pay range for this position is $77,000 (entry-level qualifications) to $82,000 (highly experienced), depending on the candidate’s qualifications and prior experience.

Core Principles

• Excellence: Excellence is our standard, reflected in the precision of our work and the quality of our decisions. It is a discipline that compounds over time, creating lasting value.
• People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition where everyone matters, celebrating collaboration, teamwork, and loyalty.
• Innovation: We invest in technology to make banking and lending better, faster, and smarter for clients, more efficient for our team, and more profitable for shareholders. Innovation strengthens our ability to serve, adapt, and succeed.
• Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage risk with rigor, act transparently, and uphold high standards of governance and compliance for sustainable growth.
• Distinct Value: We focus on areas where we add unique value, avoiding commoditized or ordinary solutions. We compete through insight, specialization, technology, and service to create defensible differentiation.
• Clients: We exist to advance our clients’ success. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact, and add value through partnership and purpose.
• Shareholders: We create exceptional value for shareholders through long-term investment, wise capital allocation, and precise execution. We communicate with clarity and honesty, measuring success by current performance and long-term value.
• Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship to build a brighter, more sustainable future for the communities we serve.