Customer Support Specialist I

Job Overview Starting Rate: $21.00. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. This role serves as the first line response for the basic incoming customer calls and related inquiries across all products and services. Roles and Responsibilities Customer Support Specialist I & II: First line response for basic inbound customer calls. Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. Responsible for achieving entry level departmental service standards and sales goals set by senior management. Customer Support Specialist III: Handles inquiries via multiple communication channels (chat, email, telephone) with varying complexity. Requires thorough knowledge of bank products, services, policies, and procedures. Responsible for achieving departmental service standards and sales goals; works independently in remote and onsite environments. Key Responsibilities Serve as the bank’s first line of response to inbound telephone calls concerning all types of existing accounts and services. Maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Handle a diverse array of complex customer situations with minimal supervisory assistance, making sound decisions that minimize risk to both the bank and customer. Actively listen to determine the full extent of customer needs while appropriately applying different approaches to affect the desired outcome. Ensure effective customer communication by utilizing superior verbal and written skills. Handle basic customer complaints and problems with minimal assistance, recognizing personal limitations and initiating requests for assistance when needed. Achieve entry level sales and service standards set by senior management. Education & Experience Associate’s degree or related knowledge/skills base gained through experience preferred (Customer Support Specialist I). 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. Skills & Knowledge Excellent written and verbal communication skills, including good grammar, tone of voice, and diction. Ability to work effectively with others in a diverse population. Punctuality and consistent work attendance required. Bilingual a plus. Working Conditions Flexible and adaptable work schedules, potentially including evenings and weekends. Ability to use a headset and sit for long periods of time. Work in a fast‑paced, high‑volume environment. Moderate to high noise level. Additional Requirements Must obtain and maintain a license to service HELOC applicants through the Nationwide Multistate Licensing System (NMLS) (required for Specialists II & III). Physical Demands The employee must remain in a stationary position approximately 50% of the time, operating a computer and other office equipment. Occasionally, the employee may lift or move objects up to 20 pounds. Work is performed in a moderate noise open floor‑plan office environment with computer, phone, photocopier, and filing cabinets. #J-18808-Ljbffr Eastern Bank