Customer Support Specialist

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 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.

Customer Support Specialist I & II:
This role serves as 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. Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management.

Must develop the necessary skills to work independently in a remote or onsite environment.

Customer Support Specialist III:
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 a varying degree of complexity. The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. 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 be able to work independently in a remote and on-site environment.

Responsibilities:

Customer Support Specialist I & II:
Serves as bank's first line of response on inbound customer telephone calls regarding all types of existing accounts and services.

Customer Support Specialist III:
Serves as bank's first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone. This role also includes the following:

Customer Support Specialist I:

• 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.

Customer Support Specialist II & III:

• Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer.
• Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior.
• Must be able to independently identify customer's needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness.
• Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• Must maintain service, quality and sales standards as set forth by senior management.
• Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement.

Requirements:

Customer Support Specialist II & III:
Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)

Education and Experience:

Customer Support Specialist I

• 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…