Customer Support Specialist

Starting rate: $21.00. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

About the Role

This role serves as the first line of response for incoming customer inquiries via telephone (Specialist I & II) or multiple communication channels such as chat, email, and telephone (Specialist III). The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services, maintain a thorough knowledge base of bank products, services, policies, and procedures, and achieve departmental service standards and sales goals as set forth by senior management. Must be able to work independently in a remote or on-site environment.

Responsibilities

• Serve as the bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services (Specialist I).
• 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 by making sound decisions that minimize risk to both the bank and customer.
• Actively listen to determine the full extent of customer’s needs while appropriately applying different approaches to affect desired outcomes.
• 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 as needed.
• Achieve entry-level sales and service standards as set forth by senior management (Specialist I).
• Obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate Licensing System (NMLS) (Specialist II & III).

Requirements

• Associate’s degree or related knowledge/skills base gained through experience preferred (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 is a must.
• 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 is required.
• Bilingual is 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 with moderate to high noise levels.
• While performing duties, the employee must remain in a stationary position 50% of the time.
• Frequently required to operate a computer and other office productivity machinery (e.g., calculator, copy machine, printer).
• Occasionally required to move about inside the office to access file cabinets, office machinery, etc.
• Occasional travel to attend meetings, trainings, events, and other business activities.
• Occasionally positions self to maintain or access files in file cabinets.
• Must have the ability to communicate information and ideas so others will understand and exchange accurate information.
• Must occasionally lift and/or move boxes or equipment up to 20 pounds.
• Subject to inside environmental conditions with lighting, temperature, and noise levels typical of an open floor-plan office environment (moderate, but occasionally loud).
• Routine use of standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Benefits

Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.