**NOW HIRING ** Customer Support / Customer Service Representative

Eastern offers a robust benefits and retirement package. 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.
Customer Support Specialist I & II: 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.
Customer Support Specialist III: This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. 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.
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. Customer Support Specialist I:
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.
Customer Support Specialist II & III:
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.
Customer Support Specialist II & III: Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)
Customer Support Specialist I
Customer Service background preferred.
Call Center experience preferred
Service and sales background a plus
PC and data entry skills required
Customer Support Specialist II & III
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
Customer Support Specialist I
Bilingual a plus
Customer Support Specialist II & III
Must have the ability to work independently in either a remote or onsite environment
Bilingual a plus
Must be flexible and adaptable about work schedules, which may include evenings and weekends
The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc. They also occasionally travel to locations outside of the facility, to attend meetings, trainings, events, and other business activities. The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across office for various needs.
Persons holding this position are generally subject to inside environmental conditions having the lighting, temperature, and noise level of an open floor-plan office environment (moderate, but occasionally loud at times). This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.
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. Our Recruitment team is waiting to chat with YOU.