(I & II): This role serves as first line response for the basic incoming customer calls.   The Customer Support Specialist must accurately and expediently answers inquiries on all types of new and existing products and services.  Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures.   Is 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

(III): This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. The inquiries  will have  a varying degree of complexity.   The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.  Must maintain a thorough knowledge of bankproducts, 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:

(I & II): Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.

(III): Serves as bank’s first line of response for a high volume of inbound customer inquiries  with varying degrees of complexity.  Must be able to service customers via multiple communication channels such as chat, email, and telephone.  This role also includes the following:

(I):

• Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance and regulatory requirements. Is able to handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.
• Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.
• Ensures effective customer communication by utilizing superior verbal and written skills.
• Must be able to handle basic customer complaints and problems with minimal assistance.  Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
•  Responsible for achieving entry level sales and service standards as set forth by senior management.

(II & III):

• Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer.
• Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior.
• Must be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness.
• Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• Must maintain service, quality and sales standards as set forth by senior management.
• Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement

Requirements:

(II & III)

•      Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)

Education and Experience:

(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

(II & III)

• Associate degree or related knowledge/skills base gained through experience required
• Minimum of 2 years of Customer Service background required.
• Call Center experience preferred
• Proven service and sales ability a must.
• Above average PC and data entry skills required
• Proven previous job stability

Skills/Knowledge:

(I)

• 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

(II & III)

• Excellent written communication skills a must
• Excellent verbal and listening skills including good grammar, tone of voice and diction
• Ability to work effectively with others in a diverse population
• Ability to constructively handle unexpected problems in a fast-past environment
• Must be able to multi-task and have strong organization skills
• Must have the ability to work independently in either a remote or onsite environment
• Punctuality and consistent work attendance are 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

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.