Customer Support Specialist

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. Please see the description of benefits included with this job posting for additional information. Responsibilities Customer Support Specialist I Serves as the bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. Maintains a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Handles 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 the full extent of customer’s needs while applying appropriate approaches to achieve desired outcomes. Utilizes superior verbal and written skills to ensure effective customer communication. Handles basic customer complaints and problems with minimal assistance, recognizing personal limitations and initiating requests for assistance as needed. Achieves entry‑level sales and service standards as set forth by senior management. Customer Support Specialist II & III Serves as the first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. Responds to inquiries with varying degrees of complexity, accurately and expediently providing information on new and existing products and services. Maintains a thorough knowledge of bank products, services, policies, and procedures. Achieves departmental service standards and sales goals as set forth by senior management. Works independently in remote and on-site environments. Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate Licensing System (NMLS). Requirements For Specialist I: 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. Proficient in PC and data entry skills. Proven previous job stability a must. For Specialist II & III: Must obtain and maintain an NMLS license for HELOC products. Skills and Knowledge Excellent written communication skills. Excellent verbal, listening, and grammar skills, including appropriate tone of voice and diction. Ability to work effectively with others in a diverse population. Precise punctuality and consistent work attendance required. Bilingual a plus. Working Conditions Must be flexible and adaptable about work schedules, which may include evenings and weekends. Must have the ability to use a headset and sit for long periods of time. Must be able to work in a fast‑paced, high‑volume work environment. Work involves moderate to high noise level. Must remain in a stationary position 50% of the time, frequently operate a computer and other productivity machinery. May occasionally move around the office to access file cabinets and office machinery. Occasional travel to attend meetings, training, events, and other business activities. Occasionally lift and/or move boxes or equipment up to 20 pounds. Work is typically performed in an open floor‑plan office environment with standard lighting, temperature, and noise levels. #J-18808-Ljbffr Eastern Bank