This role is hybrid, which requires onsite training and some onsite work in Wakefield, MA
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
Responsibilities:
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. 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.
Requirements:
• Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)
Education and Experience:
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
Eastern Bank is an equal opportunity employer. All job applicants will be considered for employment without regard to race, color, religious creed, national origin, sex, sexual orientation, gender identity, genetic information, military service, age, ancestry, or disability.
At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you’re excited about this role but your experience doesn’t fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.