Responsibilities include, but are not limited to the following:

• Provide a high level of customer service to all Online Banking end users
• Handle all online banking call volume for the Customer Service Center
• Use strong written communication skills to reply to internal and external email inquiries in a timely and efficient manner
• Serve as a service liaison between Eastern Bank Online customers and all third-party service providers
• Process new online account set-ups and performs on-going maintenance to existing online accounts
• May be required to assist other areas of the call center on an as needed basis

Education and Experience

• Associate’s Degree or related knowledge/skills base gained through experience required
• Minimum of 3 years customer service experience in a fast-paced environment
• Ability to articulate solutions in a demanding environment
• Previous Retail Banking experience preferred
• Call Center Experience or a high-volume phone environment required
• Must have a strong understanding of Online Banking services
• Ability to troubleshoot technology issues and come to a solution

Skills/Knowledge

• Computer proficiency, including web navigation and keyboarding skills a must
• Excellent oral and written communication skills
• Superior customer service skills required
• Proficient with 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

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Lynn, MA 01901: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Call center: 1 year (Preferred)
• Online Support: 1 year (Preferred)

Work Location: Hybrid remote in Lynn, MA 01901

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