Customer Support Specialist I- Part-time

This role requires a hybrid schedule in our Wakefield, MA office 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. This role serves as the 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. Levels Customer Support Specialist I : Handles inbound customer telephone calls regarding all types of existing accounts and services. Must maintain a detailed knowledge base of the bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can 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 listens to determine the full extent of customer needs while appropriately applying different approaches to achieve desired outcomes. Ensures effective customer communication by utilizing superior verbal and written skills. Handles basic customer complaints and problems with minimal assistance, recognizing limitations in an acceptable time frame and initiating requests for assistance as needed. Responsible for achieving entry level sales and service standards as set forth by senior management. Customer Support Specialist III : Handles incoming customer inquiries via multiple communication channels such as chat, email, and telephone. Inquiries may vary in degree of complexity. 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 work independently in both remote and on‑site environments. Requirements Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS). Education and Experience 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. Skills / Knowledge 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 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. Moderate to high noise level. While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time. The employee frequently operates a computer and other office productivity machinery such as a calculator, copy machine, and printer. The employee occasionally moves around the office to access file cabinets and office machinery, and may attend meetings, trainings, events, and other business activities outside the facility. The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across the office. The employee must also be able to maintain clear communication and exchange accurate information with others. The work environment includes standard office equipment such as computers, phones, photocopiers and filing cabinets. #J-18808-Ljbffr Cambridge Trust