Partner Success Specialist

COMPANY DESCRIPTION:  Forbright Bank is a full-service bank, commercial lender, and asset manager headquartered in Chevy Chase, Maryland. Forbright is a banking and 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 with an uncommon commitment to decarbonization and sustainability. As the need to build a more sustainable, low-carbon economic system grows increasingly urgent, we are dedicating capital to financing the companies, investors, and innovators driving that change. We are reimagining how a bank should operate in a changing world.

JOB SUMMARY:  The Partner Success Specialist is responsible for supporting the needs of ELN’s Customers and network of Partners & Contractors who offer ELN’s solar and energy efficiency financing products to end customers. The Partner Success Specialist supports contractor vetting and partner onboarding, resolution of inbound support requests via email & phone calls, and proactive outreach to existing & prospective Partner Contractors.

REGULAR SCHEDULE: Monday - Friday, 9am - 6pm (PST)

COMPENSATION: This is a non-exempt position. The total compensation range reflects hourly rate + bonus potential. 

DUTIES AND RESPONSIBILITIES:

• Delight and provide excellent service to customers, partners, contractors, and internal ELN managers
• Be keenly aware of and meet internal SLA requirements including but not limited to response time metrics
• Be the dedicated expert for all inquiries from existing and prospective Partner Contractors about ELN’s products and services
• Educate contractors about ELN products & processes, including best practices for offering ELN products to end customers
• Work independently, and with ELN Loan Processors, to provide quick and accurate responses concerning cause and resolution of loan workflow, including but not limited to loan status, document accuracy, and program requirements, and, to wholly resolve issues
• Thoroughly and efficiently assess and fulfill contractor needs
• Be an expert in all Partner Contractor self-education resources, and apply a “high touch” as needed to guide Partners to those resources and demonstrating their use
• Provide ongoing internal feedback to ELN management on requests made by Partner Contractors for resource/support additions/improvements
• Advise Partner Contractors (and sometimes customers) of next steps on their loan applications
• Carefully and accurately document all interactions with Partner Contractors (and customers as applicable) in ELN’s CRM system
• Proactively reach out to Partner Contractors to roll out and educate on new and existing policies and processes

QUALIFICATIONS:

• Previous experience with solar and/or home improvement lending highly desired
• Previous experience/awareness in consumer lending, especially where a 3rd party is involved
• Any account management/representative experience
• Previous experience acting in a support or sales capacity, with or for residential home improvement contractors
• Ability to learn quickly, and reference/teach technical information clearly and engagingly
• Interest in and support for the energy efficiency/solar industry, especially with respect to residential home improvement
• Ability/desire to travel to and participate in solar industry conventions as a representative (expected to be less than 1 week total per year, if at all)
• Ability to remain composed, and communicate effectively during challenging conversations
• Outstanding customer service skills – a desire and ability to serve and help others
• Previous call center or customer service experience highly desired
• Ability to establish priorities, meet deadlines, and proactively problem-solve in a fast-paced environment
• Ability to work independently and as a team
• Strong written and verbal communication skills
• Strong technical skills with the ability to quickly learn various systems and applications
• Acute attention to detail
• Outstanding organizational, problem-solving, and time management skills

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

The total compensation pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications and prior experience. $44,000 (entry level qualifications) to $60,000 (highly experienced).

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 winner

-The Washington Post Top Workplaces 2023 winner

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