[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.

Qualifications

• 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.

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).

Benefits

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

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.
• Must be able to remain in a stationary position 50% of the time.
• Occasionally required to move about inside the office to access file cabinets, office machinery, etc.
• Occasionally travel to locations outside of the facility for meetings, trainings, events, and other business activities.
• Must be able to communicate information and ideas so others will understand.
• Occasionally lift and/or move boxes or equipment up to 20 pounds.