Customer Support Specialist

Eastern Bank•Wakefield, MA

13d•Hybrid

About The Position

This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer 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. 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 bank products, 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. Service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment.

Requirements

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

Nice To Haves

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
Call Center experience preferred
Bilingual a plus
Bilingual a plus

Responsibilities

Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
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.
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.