Product Analyst, Digital Banking

COMPANY DESCRIPTION: 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. Forbright is committed to exceptional client service by providing 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. COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible 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 Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future. 
JOB SUMMARY: The Product Analyst supports the development, implementation, optimization, and ongoing management of Forbright Bank's digital banking products, promotions, and customer experiences. This role works across Product, Operations, Marketing, Compliance, Technology, Customer Care, and external partners to translate business needs and customer insights into well-defined, executable solutions. The Product Analyst manages promotional initiatives through the full lifecycle, researches operational exceptions, analyzes Voice of Customer feedback, and helps maintain the product roadmap and backlog.

DUTIES AND RESPONSIBILITIES:

• Support the day-to-day management and continuous improvement of digital banking products, services, and customer experiences 

• Support promotion development and implementation activities and coordinate required tasks across stakeholders, including proposing promotion structures, eligibility rules, customer journey, operational requirements, controls, and success measures 

• Create and maintain clear product and operational documentation for assigned initiatives, including requirements, business rules, process flows, decision documentation, implementation materials, and supporting artifacts. Ensure documentation remains current as requirements and decisions evolve 

• Drive assigned initiatives and workstreams from definition through implementation, proactively tracking dependencies, decisions, risks, open questions, and required stakeholder actions and escalating when necessary 

• Work with leader to assess whether proposed promotions can be supported by existing technology and related operational processes; identify constraints, dependencies, and potential solutions 

• Assist with promotion configuration within the promotional engine and coordinate testing, validation, launch readiness, monitoring, and issue resolution 

• Partner with Marketing and other stakeholders to ensure promotional creative, customer communications, disclosures, and launch activities remain on track 

• Research customer and transaction exception cases; gather relevant system and account information; document findings and applicable business rules; identify recurring patterns; and escalate cases requiring Product decisions or approvals 

• Analyze Voice of Customer feedback, complaints, contact drivers, and operational trends to identify customer pain points and enhancement opportunities, and propose enhancement recommendations for product leadership review

• Analyze customer feedback, complaints, and competitive/market trends and provide summaries and recommendations to support product roadmap decisions 

• Assist with gathering and documenting business requirements, user stories, acceptance criteria, process flows, and functional specifications for product and process enhancements 

• Support user acceptance testing, defect validation, implementation planning, release readiness, and post-production monitoring 

• Collaborate with internal teams across Compliance, Marketing, Technology, and Operations to advance product objectives and resolve issues 

• Perform other duties as assigned 

QUALIFICATIONS:

• Bachelor's Degree in Business Administration, Finance, Economics, Information Systems, Marketing, Data Analytics, or a related field required 

• Minimum of 2 years of experience in product management, product operations, business analysis, banking operations, digital banking, fintech, project management, or a related field required 

• Experience supporting consumer banking products, deposit products, digital banking platforms, payments, cards, promotions, or customer engagement programs preferred 

• Experience gathering business requirements and translating business needs into product or process enhancements preferred 

• Experience working in a regulated financial services environment preferred 

• 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 

• Strong analytical and critical-thinking skills with the ability to translate data, customer feedback, and operational information into practical recommendations 

• Experience managing backlogs, user stories, requirements, and prioritization processes preferred 

• Experience with Voice of Customer programs, customer feedback analysis, or customer journey mapping preferred 

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. PERKS/BENEFITS: • Comprehensive health, dental, and vision plans • 4 weeks PTO • 401k + company match • Metro SmartTrip benefits ($50/mo) • Remote or hybrid (4 days per week in-office) work schedules for most positions • Incentives for purchasing solar panels, electric vehicles, biking to work, etc. • Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more! • The Washington Post Top Workplaces winner for four consecutive years (2023-2026) CORE PRINCIPLES: • Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions. Excellence is a discipline that compounds over time and creates lasting value; it must be measured and managed. • People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values. • Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders. By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world. Innovation is a continuous investment in new ideas. • Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength. • Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting. • Clients: We exist to advance our clients’ success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose. • Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners – not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build. • Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share. 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. Employment with Forbright Bank is at-will, which means that either you or the Company may terminate the relationship at any time. By applying, you acknowledge that you have reviewed our CCPA Privacy Notice.