HYBRID Online Banking Specialist

TEKsystems•Wakefield, MA

6d•$23 - $25•Hybrid

About The Position

This is a Contract to Hire position based out of Wakefield, MA. The role involves providing outstanding service via phone and email to all online banking end users with outgoing personality and professionalism, successfully addressing customer questions and concerns. The specialist will provide a high level of customer service and support to the online banking call volume for the customer service center. They will utilize strong written communication skills to reply to internal and external email inquiries in a timely and efficient manner. The role also serves as a service liaison between online customers of Eastern Bank and all third-party service providers. Responsibilities include processing new online account set-ups and performing ongoing maintenance to existing online accounts. The specialist may be required to assist other areas of the call center on an as-needed basis.

Requirements

3+ years of customer experience in a professional call center setting
Previous retail banking experience highly preferred but not required.
Prior call center or high-volume phone environment experience required.
Ability to troubleshoot technology issues and discuss/provide solutions to customers.
Proven skills and experiences in organization, creative problem solving, multitasking, attention to detail, responsiveness/sense of urgency, deadline-driven, and professionalism.
Excellent verbal and written communication skills (vocal and able to communicate effectively on a team) – strong writing skills are a must for customer email correspondence!
Reliable and consistent weekly attendance.
Computer proficiency including web navigation, typing skills, and internet terminologies (will be working in 10+ different systems daily).
Outstanding customer service skills, empathetic, and customer-centric.
Ability to make sound decisions independently.
Ability to learn new concepts quickly and easily in an ever-changing environment.
Ability to recognize and resolve customer issues promptly, using courtesy and tact.
High school diploma or GED.

Nice To Haves

Bilingual Spanish/English preferred but not required.

Responsibilities

Provide outstanding service via phone and email to all online banking end users with outgoing personality and professionalism; successfully address customer questions and concerns.
Provide a high level of customer service to all online banking end users.
Provide support to online banking call volume for the customer service center.
Utilize strong written communication skills to reply to internal and external email inquiries in a timely and efficient manner.
Serve as a service liaison between online customers of Eastern Bank and all third-party service providers.
Process new online account set-ups and perform ongoing maintenance to existing online accounts.
May be required to assist other areas of the call center on an as-needed basis.