Business Team Specialist

Hiring Range: $26.00 – $33.00

The posted salary range reflects Eastern’s expected hiring range. 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 is a hybrid role, however onsite training is required in Wakefield. Our Business Service Team is a specialty group within our customer service center primarily providing support to our business customer base over the phone and e‑mail.

The team handles inquiries regarding our business deposit and loan products as well as our business online banking solution and the various cash management products that we offer.

• Provides a high level of service to all business banking and commercial banking clients over the phone and e‑mail.
• Provides customer support for our suite of business online banking products and processes a variety of account maintenance requests.
• Use strong written communication skills to reply to internal and external email inquiries in a timely and efficient manner.
• Handles the most complex customer complaints and problems without assistance by making independent decisions. Is able to instill a sense of confidence with these customers based upon content and delivery.
• Acts as a resource and escalation point to other team members on all product and service-related inquiries.
• Assists management with monitoring the business banking inbound call queue, e‑mail queue, and offline work queue.
• Assists with training, quality testing new products/services, and documenting procedures.

• Associate degree or related knowledge/skills base gained through experience preferred.
• Previous Business/Commercial Banking experience preferred
• Customer service experience in a fast‑paced environment is preferred
• Proven previous job stability a must

• Familiarity with cash management products and services is a plus
• Computer proficiency, including web navigation and keyboarding skills a must
• Excellent oral and written communication skills
• Superior customer service skills required
• Proficient with online banking, internet terminologies, and navigation
• Ability to learn new concepts quickly and easily in a fast‑growing environment

• Customer Service Representative
• Inbound Call Representative
• Call Center Representative
• Customer Care Center Specialist
• Member Services Representative

• Problem Solver
• Multitasker
• Creative Thinker
• Tech Savvy

• Remote work flexibility after a desired length of tenure and good performance
• Hire immediately
• Growth opportunities
• Great benefits
• Strong culture
• Work life balance