Customer Support Specialist I

Eastern Bank is seeking a Customer Support Specialist I to serve as the first line of response for incoming customer calls. The role involves answering inquiries about bank products and services, maintaining knowledge of policies and procedures, and achieving sales and service standards. Responsibilities Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements Can 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 listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome Ensures effective customer communication by utilizing superior verbal and written skills Must be able to handle basic customer complaints and problems with minimal assistance Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed Responsible for achieving entry level sales and service standards as set forth by senior management Skills High School Graduate Must maintain a detailed knowledge base of bank's basic products, services, policies, procedures, maintenance, and regulatory requirements Can 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 listens to determine full extent of customer's needs while appropriately applying different approaches to affect desired outcome Ensures effective customer communication by utilizing superior verbal and written skills Must be able to handle basic customer complaints and problems with minimal assistance Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed Responsible for achieving entry level sales and service standards as set forth by senior management Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS) PC and data entry skills required Proven previous job stability 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 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 Associate's degree or related knowledge/skills base gained through experience Customer Service background Call Center experience Service and sales background Bilingual a plus Benefits Robust benefits and retirement package Company Overview Eastern Bank is the largest independent, mutually owned bank in New England and the largest community bank in Massachusetts. It was founded in 1818, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is