[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Eastern Bank is hiring a Customer Support Specialist to serve as a first line of response for customer inquiries about bank products and services. The role handles customer questions and issues, maintains knowledge of bank policies and procedures, and works toward service and sales standards.

Responsibilities

• Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services
• Customer Support Specialist 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:
• 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 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
• 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

Skills

• Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)
• Associate degree or related knowledge/skills base gained through experience required
• Minimum of 2 years of Customer Service background required
• Proven service and sales ability a must
• Above average PC and data entry skills required
• 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
• Associate's degree or related knowledge/skills base gained through experience preferred
• Customer Service background preferred
• Call Center experience preferred
• Call Center experience preferred
• 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
• Bilingual a plus
• Bilingual a plus

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Retirement
• Vacation
• Tuition reimbursement

Company Overview