Customer Support Specialist I
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About The Position
The Customer Support Specialist I position at Eastern Bank is a vital role that serves as the first line of response for incoming customer inquiries. This position requires the specialist to handle customer calls, emails, and chats regarding various bank products and services. The specialist must possess a thorough knowledge of the bank's offerings, policies, and procedures to provide accurate and expedient responses to customer inquiries. The role is designed for individuals who can work independently, whether in a remote or onsite environment, and who can manage a diverse array of customer situations with minimal supervision. The working schedule for this position is from 11:30 AM to 8 PM, Monday through Thursday, and Saturdays from 9 AM to 3 PM, with some flexibility. The specialist is expected to actively listen to customers to fully understand their needs and apply appropriate approaches to achieve desired outcomes. Effective communication skills, both verbal and written, are essential for ensuring customer satisfaction. The specialist will also be responsible for achieving entry-level sales and service standards set by senior management, which includes handling basic customer complaints and recognizing when to seek assistance from other personnel. In addition to customer service responsibilities, the specialist must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate Licensing System (NMLS). A background in customer service, call center experience, and a strong ability to work in a fast-paced environment are preferred. The role also requires punctuality, consistent attendance, and the ability to work effectively with a diverse population.
