Customer Support Specialist I

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    "ExternalDescriptionStr": "<p><strong>Please note, this role requires some onsite training in our Wakefield, MA office on a hybrid schedule.&nbsp;</strong></p><p>&nbsp;</p><p>Starting Rate: &nbsp;$21.00</p><p><i>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.&nbsp;</i></p><p>This role serves as first line response for the basic incoming customer calls.&nbsp; The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.</p><p>Customer Support Specialist I &amp; II: This role serves as first line response for the basic incoming customer calls.&nbsp; &nbsp;The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.&nbsp; Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures.&nbsp;&nbsp; Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management.&nbsp; Must develop the necessary skills to work independently in a remote or onsite environment.</p><p>Customer Support Specialist III:&nbsp;This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. The inquiries will have&nbsp;a varying degree of complexity.&nbsp; &nbsp;The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. &nbsp;Must maintain a thorough knowledge of bank products, services, policies, and procedures.&nbsp;&nbsp; responsible for achieving departmental service standards and sales goals as set forth by senior management. &nbsp;Must be able to work independently in a remote and on-site environment. Service standards and sales goals as set forth by senior management. &nbsp;Must be able to work independently in a remote and on-site environment.</p><p><span style=\"font-family:Calibri,sans-serif;\"><span style=\"font-size:12.0pt;\"><strong><u>Responsibilities:</u></strong></span></span></p><p>Customer Support Specialist I: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.</p><p>&nbsp;</p><p>Customer Support Specialist I:&nbsp;</p><ul><li>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.&nbsp;&nbsp;</li><li>Actively listens to determine full extent of customer’s needs while appropriately&nbsp;applying different approaches to affect desired outcome.</li><li>Ensures effective customer communication by utilizing superior verbal and written skills.&nbsp;</li><li>Must be able to handle basic customer complaints and problems with minimal assistance.&nbsp; Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.</li><li>&nbsp;Responsible for achieving entry level sales and service standards as set forth by senior management.</li></ul><p>&nbsp;</p><p><span style=\"font-family:Calibri,sans-serif;\"><span style=\"font-size:12.0pt;\"><strong><u>Requirements:</u></strong></span></span></p><p>Customer Support Specialist II &amp; III: Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)</p><p><span style=\"font-family:Calibri,sans-serif;\"><span style=\"font-size:12.0pt;\"><strong><u>Education and Experience:</u></strong></span></span></p><p>Customer Support Specialist I</p><ul><li>Associate’s degree or related knowledge/skills base gained through experience preferred.</li><li>Customer Service background preferred.</li><li>Call Center experience preferred</li><li>Service and sales background a plus</li><li>PC and data entry skills required</li><li>Proven previous job stability a must</li></ul><p>&nbsp;</p><p><span style=\"font-family:Calibri,sans-serif;\"><span style=\"font-size:12.0pt;\"><strong><u>Skills/Knowledge:</u></strong></span></span></p><p>Customer Support Specialist I</p><ul><li>Excellent written communication skills</li><li>Excellent verbal and listening skills including good grammar, tone of voice and diction</li><li>Ability to work effectively with others in a diverse population</li><li>Punctuality and consistent work attendance is required</li><li>Bilingual a plus</li></ul><p>&nbsp;</p><p><span style=\"font-family:Calibri,sans-serif;\"><span style=\"font-size:12.0pt;\"><strong><u>Working Conditions:</u></strong></span></span></p><ul><li>Must be flexible and adaptable about work schedules, which may include evenings and weekends</li><li>Must have the ability to use a headset and sit for long periods of time</li><li>Must be able to work in a fast paced, high volume work environment</li><li>Moderate to high noise level</li></ul><p>While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time.&nbsp; The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.&nbsp;The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc.&nbsp;They also occasionally travel to locations outside of the facility, to attend meetings, trainings, events, and other business activities.&nbsp; The employee occasionally positions self to maintain or access files in file cabinets.&nbsp;The employee must have the ability to communicate information and ideas so others will understand.&nbsp; Must be able to exchange accurate information in these situations. The employee frequently observes details at close range (within a few feet of the observer). The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across office for various needs.&nbsp;</p><p>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.&nbsp;</p>",
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