Customer Support Specialist

Job Overview

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.

• Serves as the bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
• Maintains a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements.
• Handles 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 the full extent of customer’s needs while applying appropriate approaches to achieve desired outcomes.
• Utilizes superior verbal and written skills to ensure effective customer communication.
• Handles basic customer complaints and problems with minimal assistance, recognizing personal limitations and initiating requests for assistance as needed.
• Achieves entry‑level sales and service standards as set forth by senior management.

• Serves as the first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone.
• Responds to inquiries with varying degrees of complexity, accurately and expediently providing information on new and existing products and services.
• Maintains a thorough knowledge of bank products, services, policies, and procedures.
• Achieves departmental service standards and sales goals as set forth by senior management.
• Works independently in remote and on-site environments.
• Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate Licensing System (NMLS).

• For 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.
• Proficient in PC and data entry skills.
• Proven previous job stability a must.
• For Specialist II & III:
  Must obtain and maintain an NMLS license for HELOC products.

• Excellent written communication skills.
• Excellent verbal, listening, and grammar skills, including appropriate tone of voice and diction.
• Ability to work effectively with others in a diverse population.
• Precise punctuality and consistent work attendance required.
• Bilingual a plus.

• Must be flexible and adaptable about work schedules, which may include evenings and weekends.
• Must have the ability to use a headset and sit for long periods of time.
• Must be able to work in a fast‑paced, high‑volume work environment.
• Work involves moderate to high noise level.
• Must remain in a stationary position 50% of the time, frequently operate a computer and other productivity machinery.
• May occasionally move around the office to access file cabinets and office machinery.
• Occasional travel to attend meetings, training, events, and other business activities.
• Occasionally lift and/or move boxes or equipment up to 20 pounds.
• Work is typically performed in an open floor‑plan office environment with standard lighting, temperature, and noise levels.