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For Companies At a Glance
- Tasks: Be the friendly voice helping customers with their banking needs over the phone.
- Company: Join Eastern Bank, a supportive and inclusive workplace known for employee growth.
- Benefits: Enjoy flexible work options, comprehensive health plans, and tuition reimbursement.
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: An Associate’s Degree or relevant experience is preferred; customer service skills are a plus.
- Other info: Bilingual candidates are encouraged to apply; we value diversity and individuality.
The predicted salary is between 28800 - 43200 £ per year.
Overview
This role is hybrid, which requires onsite training and some onsite work in Wakefield, MA.
Responsibilities
- Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
- Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance and regulatory requirements. Is able to handle 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 full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.
- Ensures effective customer communication by utilizing superior verbal and written skills.
- Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
- Responsible for achieving entry level sales and service standards as set forth by senior management.
Requirements
- Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS).
Education and Experience
- 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.
- PC and data entry skills required.
- Proven previous job stability a must.
Skills/Knowledge
- 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 is required.
- Bilingual a plus.
Working Conditions
- 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.
- Moderate to high noise level.
About Us / Equal Opportunity
Eastern Bank is an equal opportunity employer. All job applicants will be considered for employment without regard to race, color, religious creed, national origin, sex, sexual orientation, gender identity, genetic information, military service, age, ancestry, or disability.
Eastern Bank is dedicated to building a diverse, equitable, inclusive and authentic workplace. If you’re excited about this role but your experience doesn’t fully align with every qualification, we still encourage you to apply. You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with you.
Job details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Other
- Industries: Banking
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Customer Support Specialist employer: Eastern Bank
Contact Detail:
Eastern Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Familiarise yourself with the bank's products and services before your interview. This will not only help you answer questions confidently but also demonstrate your genuine interest in the role.
✨Tip Number 2
Practice active listening skills. During the interview, show that you can listen attentively and respond appropriately to questions, as this is crucial for a Customer Support Specialist.
✨Tip Number 3
Be prepared to discuss how you handle difficult customer situations. Think of examples from your past experiences where you successfully resolved complaints or issues.
✨Tip Number 4
Show your flexibility and adaptability by discussing your availability for various shifts, including evenings and weekends. This will highlight your commitment to meeting the needs of the role.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Customer Support Specialist position. Tailor your application to highlight relevant experiences that align with these expectations.
Highlight Communication Skills: Since excellent verbal and written communication skills are crucial for this role, ensure your CV and cover letter showcase your ability to communicate effectively. Use clear language and proper grammar to demonstrate your proficiency.
Showcase Relevant Experience: If you have a background in customer service or call centre experience, make sure to emphasise this in your application. Provide specific examples of how you've handled customer inquiries or complaints in the past.
Express Adaptability: Mention your flexibility regarding work schedules and your ability to thrive in a fast-paced environment. This is important for the hybrid nature of the role, so provide examples of how you've successfully adapted to changing work conditions.
How to prepare for a job interview at Eastern Bank
✨Know Your Products
Familiarise yourself with the bank's products and services before the interview. Understanding the basics of HELOC products and other offerings will help you answer questions confidently and demonstrate your commitment to customer support.
✨Showcase Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might be asked to role-play a customer interaction, so being able to convey information effectively is key.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've handled customer complaints or complex situations in the past. Highlight your ability to listen actively and make sound decisions, as these skills are crucial for a Customer Support Specialist.
✨Emphasise Flexibility and Adaptability
The job requires working in a fast-paced environment with varying schedules. Be ready to discuss your experience in similar settings and how you manage stress and adapt to changing circumstances.
