Customer Support Specialist - Part-time

This role requires a hybrid schedule in our Wakefield, MA office. 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.

• Serve as the first line of response for incoming customer calls and inquiries on all types of new and existing products and services.
• Maintain a thorough knowledge base of bank products, services, policies, and procedures.
• Handle a wide range of customer situations with minimal supervision, making sound decisions that minimize risk to both the bank and the customer.
• Listen actively to determine the full extent of customer needs and apply suitable approaches to achieve desired outcomes.
• Ensure effective communication using superior verbal and written skills.
• Address basic customer complaints and problems, recognizing personal limitations and requesting assistance when necessary.
• Achieve entry‑level sales and service standards as set forth by senior management.
• Work independently in both remote and on‑site environments.

• Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate Licensing System (NMLS) (applicable to Customer Support Specialists II & III).
• Call center experience preferred.
• Proficient PC and data entry skills required.
• Proven previous job stability a must.
• Flexibility to work evenings and weekends as needed.

• Associate’s degree or related knowledge/skills gained through experience preferred.
• Customer service background preferred.
• Service and sales background a plus.

• 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 required.
• Bilingual ability is a plus.

• Flexible and adaptable work schedule, which may include evenings and weekends.
• Ability to use a headset and sit for long periods of time.
• Ability to work in a fast‑paced, high‑volume environment.
• Moderate to high noise level.
• Stationary position approximately 50% of the time; occasional movement to access office equipment.
• Occasional lift or move of boxes or equipment up to 20 pounds.

Standard office equipment such as computers, phones, photocopiers, and filing cabinets will be used. The employee may occasionally travel to attend meetings, trainings, events, and other business activities.