Multi Channel Support Specialist
Eastern Bank
Multi Channel Support Specialist
Job Description
This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, 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.
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, and telephone. This role also includes the following:
Can 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 as needed. Seeks assistance of to appropriate personnel when appropriate.
- 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 requirements.
- Performs other duties as needed
Education and Experience
Associate degree or related knowledge/skills base gained through experience required.
Minimum of 2 years of Customer Service background required.
Call Center experience preferred.
Proven service and sales ability a must.
Above average PC and data entry skills required.
Proven previous job stability.
Skills/Knowledge
Excellent written communication skills a must
- Excellent verbal and listening skills including good grammar, tone of voice and diction.
- Ability to work effectively with others in a diverse population.
- Ability to constructively handle unexpected problems in a fast-past environment.
- Must be able to multi-task and have strong organization skills.
- Must have the ability to work independently in either a remote or onsite environment.
- Punctuality and consistent work attendance are required.
- Bilingual in Spanish a plus
Job Info
- Job Identification 3600
- Posting Date 08/28/2025, 06:08 PM
- Degree Level High School Graduate
- Job Schedule Full time
- Locations 601 Edgewater Drive, Wakefield, MA, 01880, US
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