Customer Support Specialist I

Retail Region 2 Administration; Wakefield (MA); Hybrid; USD 24,796 - 33,062; Full time

Job summary

Retail Region 2 Administration is seeking a Customer Support Specialist to serve as the first line of response for inquiries across multiple channels. You will handle banking products, services, policies, and procedures while meeting service standards and sales goals, in a role that can operate remotely or onsite.

The position requires obtaining a HELOC licensing credential through NMLS, with an associate degree or equivalent preferred.

Qualifications

• Excellent written communication skills.
• Excellent verbal and listening skills, including good grammar, tone of voice, and diction.
• Customer service background preferred.
• PC and data entry skills required.

Responsibilities

• Serve as the bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
• Maintain a detailed knowledge base of the bank’s products, services, policies, procedures, maintenance, and regulatory requirements.
• 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 listen to determine the full extent of the customer's 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; recognize personal limitations and initiate requests for assistance to appropriate personnel as needed.
• Achieve entry level sales and service standards as set forth by senior management.
• Work independently in a remote or onsite environment.

Skills

Written communication

Verbal communication

Customer service

Data entry

Multitasking

Education

Associate’s degree or equivalent

Job description

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 basic incoming customer calls and inquiries across multiple communication channels. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services, including banking products, services, policies, and procedures. The role is responsible for achieving departmental service standards and sales goals set forth by senior management and can operate independently in both remote and onsite environments.

Responsibilities

• Serve as the bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
• Maintain a detailed knowledge base of the bank’s products, services, policies, procedures, maintenance, and regulatory requirements.
• 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 listen to determine the full extent of the customer's 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; recognize personal limitations and initiate requests for assistance to appropriate personnel as needed.
• Achieve entry level sales and service standards as set forth by senior management.
• Work independently in a remote or onsite environment.

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, frequently operate a computer and other office productivity machinery, walk to file cabinets and occasionally lift and move boxes or equipment up to 20 pounds. The employee may also travel to locations outside the facility to attend meetings, trainings, and events.

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.