Customer Support Specialist

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 requires onsite training in our Wakefield, MA office on a hybrid schedule.

The Customer Support Specialist serves as the first line of response for incoming customer calls, chats, emails, and other communication channels. The role requires accurate and expedient resolution of inquiries on all types of new and existing products and services, and maintaining a thorough knowledge base of bank products, policies, procedures, and regulatory requirements. The specialist is responsible for achieving departmental service standards and sales goals;

must work independently in a remote or onsite environment and adapt to changing schedules.

• Customer Support Specialist I:
  Serves as bank’s first line of response on inbound telephone calls regarding existing accounts and services. Maintains a detailed knowledge base of basic products, policies, procedures, maintenance, and regulatory requirements. Handles complex customer situations with minimal supervision, actively listens to determine customer needs, and employs effective verbal and written communication. Handles basic complaints and problems, recognizes personal limits, and initiates assistance when needed;
  
  responsible for entry‑level sales and service standards.
• Customer Support Specialist II:
  Provides first‑line support for basic incoming calls. Maintains thorough knowledge of bank products, services, policies, and procedures, achieves entry‑level departmental service standards and sales goals, and works independently in a remote or onsite environment.
• Customer Support Specialist III:
  Provides first‑line support for inquiries via chat, email, and telephone. Handles inquiries of varying complexity, maintains thorough knowledge of bank products, services, policies, and procedures, achieves departmental service standards and sales goals, and works independently in a remote and onsite environment.

• 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 & Experience (Level I):
  Associate’s degree or related knowledge/skills 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 previous job stability a must.
• Skills & Knowledge (Level I):
  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 a plus.

• Flexible and adaptable work schedules, which may include evenings and weekends.
• Must be able to use a headset and sit for long periods of time.
• Must be able to work in a fast‑paced, high‑volume environment.
• Moderate to high noise level.
• Employee remains in a stationary position 50% of the time, frequently operates a computer and other office productivity machinery such as a calculator, copy machine, and printer; occasionally moves about the office to access file cabinets, office machinery, and may travel outside the facility for meetings, trainings, events, and other business activities.
• Employee may lift and/or move boxes or equipment up to 20 pounds across the office.
• Environmental conditions include moderate lighting, temperature, and noise level of an open floor‑plan office environment, occasionally loud at times.
• Standard office equipment includes computers, phones, photocopiers, and filing cabinets.