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This individual is directly responsible for the day-to-day management of the business services team within the corporate customer service center. The incumbent is responsible for ensuring that team members adhere to expected levels of service and provide a superior level of support to our business customer base.

Manages Inbound Business Call & Email Activity

+ Manages the overall performance of multiple business customer support specialists.

+ Ensures a superior level of customer service by monitoring customer/agent interactions and/or requests. Also ensures team members are following the appropriate service standards when dealing with bank customers.

+ Handles scheduling to ensure adequate staff coverage and monitors volumes and trends to maximize utilization.

+ Works to gain efficiencies in processing and procedures to maximize first call resolution whenever possible.

+ Handles the most complex customer complaints and problems without assistance by making independent decisions. Can instill a sense of confidence with these customers based upon accurate content and confident delivery.

+ Maintains a comprehensive knowledge of bank products, services, policies, and procedures to ensure regulatory and compliance requirements are consistently adhered to.

+ Ensures bank and departmental quality of service by identifying common/recurring problems, making recommendations for improvement, and working with appropriate teams within the bank for analysis and possible implementation of resolutions or changes.

+ Must be able to motivate, encourage and retain staff.

Recruitment, Staff Development and Quality Assurance

+ Assists with the recruiting process and training of new staff members.

+ Manages performance deficiencies and regularly provides both formal and informal feedback to Business Service Specialists.

+ Responsible for consistent performance evaluations of team members.

+ Maintains strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations.

+ Holds self accountable for team’s performance by providing resources, support, and clear and concise performance standards.

PROBLEM SOLVING & DECISION MAKING** **:

+ Is responsible for reporting service trends or patterns found in customer escalations to senior management in a timely manner. Has the authority to act upon these escalations and make policy exceptions to ensure customer satisfaction.

+ Is responsible for identifying, analyzing, and resolving the more complex customer impact situations by making sound decisions, which compare customer satisfaction requirements against the associated exposure to the bank.

+ Communicates with various business partners and senior management to support, strategize and facilitate objectives for quality and process improvement initiatives.

Performs additional duties as needed

REQUIREMENTS** **:

Education and Experience

+ Bachelor’s Degree or related knowledge/skills base gained through experience preferred.

+ Strong service background required.

+ Supervisory experience required.

+ A minimum of two years experience in retail banking, customer service and/or operations.

Skills/Knowledge

+ Proven management skills.

+ Strong problem resolution skills.

+ Excellent verbal and written communication skills, organizational, and interpersonal skills required.

+ Knowledge of Call Center technologies and Microsoft applications is a plus.

+ Possesses an advanced level understanding of the FIS Banking systems a plus.

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. 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. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.

Eastern Bank is an Equal Opportunity Employer of women, people of color, LGBTQIA+, religion, national origin, citizenship, neurodivergence, age, Veterans, individuals with disabilities, or any other characteristic protected by law.

At Eastern Bank, we are 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.