[Hiring] Customer Support Specialist I @Eastern Bank

Role Description

This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.

• Customer Support Specialist I & II:
  • Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures.
  • Responsible for achieving entry level departmental service standards and sales goals as set forth by senior management.
  • Must develop the necessary skills to work independently in a remote or onsite environment.
• Customer Support Specialist III:
  • Serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone.
  • Must maintain a thorough knowledge of bank products, services, policies, and procedures.
  • Responsible for achieving departmental service standards and sales goals as set forth by senior management.
  • Must be able to work independently in a remote and on-site environment.

Responsibilities

• Customer Support Specialist I:
  • Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
  • Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements.
  • Can handle a diverse array of complex customer situations with minimal supervisory assistance.
  • Actively listens to determine the full extent of customer’s needs while appropriately applying different approaches to affect desired outcomes.
  • Ensures effective customer communication by utilizing superior verbal and written skills.
  • Must be able to handle basic customer complaints and problems with minimal assistance.
  • Responsible for achieving entry level sales and service standards as set forth by senior management.

Requirements

• Customer Support Specialist II & III: Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS).

Education and Experience

• Customer Support Specialist I:
  • Associate’s degree or related knowledge/skills base gained through experience preferred.
  • Customer Service background preferred.
  • Call Center experience preferred.
  • Service and sales background a plus.
  • PC and data entry skills required.
  • Proven previous job stability a must.

Skills/Knowledge

• Excellent written communication skills.
• Excellent verbal and listening skills including good grammar, tone of voice, and diction.
• Ability to work effectively with others in a diverse population.
• Punctuality and consistent work attendance is required.
• Bilingual a plus.

Working Conditions

• Must be flexible and adaptable about work schedules, which may include evenings and weekends.
• Must have the ability to use a headset and sit for long periods of time.
• Must be able to work in a fast-paced, high-volume work environment.
• Moderate to high noise level.
• While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time.
• The employee frequently is required to operate a computer and other office productivity machinery.
• The employee occasionally is required to move about inside the office to access file cabinets, office machinery, etc.
• The employee must have the ability to communicate information and ideas so others will understand.
• The employee must occasionally lift and/or move boxes or equipment up to 20 pounds.
• Persons holding this position are generally subject to inside environmental conditions.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Benefits

• Robust benefits and retirement package.
• Comprehensive compensation plans.
• Medical, dental, vision, life and disability insurance.
• Retirement, vacation, and tuition reimbursement.

Company Description

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential.

We are dedicated to building a diverse, equitable, inclusive and authentic workplace.