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Customer Service Center Generalist I 24-29 hours in Lynn, MA at Eastern

Date Posted: 11/20/2018

Job Snapshot

Job Description

When you join Eastern Bank, you join the largest and oldest mutual bank in the country. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.
 
As the fourth-largest full-service commercial bank in Greater Boston, we are able to offer you unique opportunities for career growth throughout the organization, as well as a competitive compensation and benefits program.
 
As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us.





    This role serves as first line response for incoming customer calls.  Accurately and expediently answers inquiries from customers on all types of new and existing products and services, drawing on a detailed knowledge base of bank products, services, policies, and procedures.  Sells and cross-sells bank products and services to new and existing customers who have contacted the bank by telephone.  Efficiently performs routine follow-up work and initiates requests for detailed follow-up work.  Relies on excellent verbal and written communication skills to fulfill customer requests and to ensure customer satisfaction.
     
    Responsibilities include, but are not limited to the following:
     
    • Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services. Provides a superior level of service by maintaining a detailed personal knowledge base on all bank products and services, their related maintenance issues, and their related policy, procedure, and regulatory criteria.  Handles incoming calls and any subsequent post-call work within an acceptable time interval.
    • Ensures effective communication with the customer by utilizing superior verbal skills. Projects a customer friendly image over the telephone. Listens actively to determine full extent of customer's needs. Effectively uses communication skills in servicing a broad range of customers. Appropriately applies different approaches to affect desired outcome.
    • Handles basic customer complaints and problems without assistance by making independent decisions, which utilize customer satisfaction standards while adhering to requirements that minimize risk to the Bank.  Escalates when appropriate service issues to management.
    • Provides information on establishing new products or services, which requires a thorough understanding of what the Bank offers and how it may differ from our competitors. Cross-sells these bank products and services to inbound customers by educating them about possible new ways of benefiting from the Bank’s products and services.
    • Attainment of service and sales goals set forth by management.
    • Performs data entry when immediate maintenance is possible.  Initiates requests for items requiring further investigation, work, or customer contact, and may be required to complete this further investigation, work, or customer contact in the absence of appropriate support personnel.


    Job Requirements


    • Associate’s Degree or related knowledge/skills base gained through experience preferred.
    • Retail service background required.
    • Proven service and sales ability required.
    • Excellent communication, organizational, and interpersonal skills required.
    • Microsoft knowledge and understanding of windows required.