This individual is an extension of the senior management team as the primary Assistant Manager for the Lockbox Customer Service Center.  Major responsibilities of this position will include floor management while mentoring and coaching staff.  This will entail monitoring of the daily performance of the representatives, ensuring service levels are adhered to and operational work is completed accurately and on a timely basis.  This individual will act as a coach, mentor, and resource for team members by sharing information and expertise while working towards the accomplishment of departmental goals.

This individual will also serve as a first line response person for escalated customer calls and emails.  They will be responsible for handling more complex customer calls that are referred by the Customer Service Representatives. Having the ability to answer inquiries accurately and expediently from customers and Customer Service Representatives on all types of new and existing products and services is a must. Must be able to work in an onsite environment.

Key Responsibilities:

• Is the primary lead for supervising the Lockbox Customer Service Team by monitoring staff performance, call volumes, and service levels ensuring expected levels are maintained.  Oversees and directs functions to ensure accurate, timely services in conformance with internal policies and procedures and customer requirements.
• Maintains a detailed personal knowledge base of all Lockbox products and services and their related maintenance issues. Also is required to maintain knowledge of corporate and department policy, procedure, and regulatory criteria.  Handles incoming calls and any subsequent post-call work within established service level criteria.
• Maintains superior communication skills both verbally and in writing. Is expected to be able to handle escalated customer calls.
• Performs a thorough investigations of customer or technology issues prior to escalating to external areas to ensure an expedient resolution.
• Must maintain an in-depth knowledge base of Lockbox products and services, with an added emphasis on compliance requirements, to develop team members.  Acts as a coach, mentor, and resource for team members by sharing information and expertise towards the accomplishment of goals. Creates a team culture around servicing the Lockbox customers by working with team members in the development of their skills.
• Must maintain knowledge of all research and communication tools used by the Lockbox Customer Service Team, such as but not isolated to, Outlook, Microsoft Teams, Lockbox Processing Platform and Archive(s).
• Provides high-level analysis and feedback to senior management on trends, impact issues and staff performance in a timely manner. Provides appropriate feedback to senior management to ensure action can be taken to avoid any reputational or regulatory risk to the Bank.

Problem Solving & Decision Making:

• Can handle customer complaints and problems without assistance by making independent decisions, utilizing satisfaction standards while adhering to requirements that minimize risk to the Bank.  The individual must be able to handle escalated service calls within the Customer Service Center while diffusing the most difficult situations thus minimizing any customer dissatisfaction
• Must be able to detect and identify call service trends or patterns and report them to senior management in a timely manner.  The individual will be responsible for contacting supporting personnel (ex, Lockbox Operations, Lockbox Programming, Eastern Bank Help Desk, Eastern Bank Technology, etc.), in the absence of management to ensure immediate action is taken to minimize any impact to service levels and or customer base.

Education and Experience:

Associate degree or related knowledge/skills base gained through experience preferred

2-5 years of banking experience in a customer service environment preferred

Skills/Knowledge

Supervisory experience required

Strong Verbal and Written Skills required

Customer Service background required

Excellent communication, organizational, and interpersonal skills required.

Strong Microsoft knowledge and understanding of windows required.

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

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. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.