Customer Service Center- Quality Assurance Specialist in Lynn, MA at Eastern

Date Posted: 7/21/2020

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.

Responsibilities:

Include, but are not limited to the following:

  • Assists in crafting and delivering training programs to be delivered to Direct Banking and Retail personnel.

•   Assists in the training of all new employees within the Customer Service.

•   Coordinates the on-going communication for the Retail division and the Customer Service Center on product updates, policy changes, and refresher training.

•    Responsible for the assurance of quality standards in customer service and documentation follow-up within the Customer Service Center.

•    Tracks, monitors and audits various transactions performed by the representatives in the Customer Service Center under the supervision of the Senior Quality Assurance Specialist.

•    Contributes toward all process improvements that will be rolled out to the Customer Service Center and Retail division.

•    Assists in maintaining online policy and procedure manual and ensures that it is in compliance with bank and regulatory requirements.

•    Provides written communications to Retail division regarding policy changes and/or training related items.

•    Assists in the assessment of training needs of the Customer Service Center and Retail branch personnel.

•    Ensures consistency and accuracy by tracking results and benefits of the training program.

•    Collects tracking from appropriate areas and compiles this information for departmental reporting purposes.

•    Serves as a back up to Senior Quality Assurance Specialist and assist in other tasks as needed.


Job Requirements

Skills/Knowledge  

  • Microsoft Office (Word, Power Point, Excel) 

  • Possesses high level of knowledge of bank products and services

  • Excellent communication and presentation skills required

  • Superior customer service skills

  • Detail oriented

  • Strong organizational skills


Education and Experience

  • Associate degree or related knowledge/skills base gained through experience required
  • Experience developing, editing, maintaining, and executing training materials
  • Training 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