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.

REQUIREMENTS:

Education and Experience

• 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

Skills/Knowledge

• 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

Previous success hiring people with similar job titles to these:

• Customer Service Representative

• Inbound Call Representative

• Call Center Representative

• Customer Care Center Specialist

• Member Services Representative

Key Terms

• Problem Solver

• Multitasker

• Creative Thinker

• Tech Savvy

Perks:

• Remote work flexibility after a desired length of tenure and good performance

• Hire immediately

• Growth opportunities

• Great benefits

• Strong culture

• Work life balance