Customer Care Supervisor

Position:
Supervisor, Customer Care Center, Digital Banking

Company:
Forbright

Compensation:
$77,000 - $82,000 a year

Location:
Remote

Employment type:
Full Time

Work Arrangement:
Remote

Short Summary:
The Supervisor, Customer Care Center, Digital Banking is responsible for the daily performance, development, and engagement of a team of 15–17 Customer Care Advocates, focusing on coaching and performance management while maintaining high service standards.

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
- Serve as the primary escalation point for complex customer issues
- Use a data-driven approach to monitor individual and team performance against established KPIs and SLAs
- Conduct formal performance management activities including performance reviews and recognition
- Participate in interviewing, selecting, onboarding, and retaining Customer Care Advocates
- Ensure adherence to policies, procedures, and customer data privacy standards
- Support the Senior Manager in executing call center strategy and process enhancements

Requirement:
- 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
- Minimum of 4 years of supervisory experience required
- Strong analytical acumen to interpret KPIs and identify performance trends
- Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
- Excellent verbal, written, and interpersonal communication skills
- Ability to work evenings and Saturdays as required

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
- Paid subscriptions to various services and incentives for sustainable practices