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This is a hybrid role, however onsite training is required in Wakefield. Our Business Service Team is a specialty group within our customer service center primarily providing support to our business customer base over the phone and e-mail. The team handles inquiries regarding our business deposit and loan products as well as our business online banking solution and the various cash management products that we offer.

+ Provides a high level of service to all business banking and commercial banking clients over the phone and e-mail.

+ Provides customer support for our suite of business online banking products and processes a variety of account maintenance requests.

+ Use strong written communication skills to reply to internal and external email inquiries in a timely and efficient manner.

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

+ Acts as a resource and escalation point to other team members on all product and service-related inquiries.

+ Assists management with monitoring the business banking inbound call queue, e-mail queue, and offline work queue.

+ Assists with training, quality testing new products/services, and documenting procedures.

REQUIREMENTS** **:

Education and Experience

+ Associate degree or related knowledge/skills base gained through experience preferred.

+ Previous Business/Commercial Banking experience preferred

+ Customer service experience in a fast-paced environment is preferred

+ Proven previous job stability a must

Skills/Knowledge

+ Familiarity with cash management products and services is a plus

+ Computer proficiency, including web navigation and keyboarding skills a must

+ Excellent oral and written communication skills

+ Superior customer service skills required

+ Proficient with online banking, 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

Key Terms

+ Problem Solver

+ Multitasker

+ Creative Thinker

+ Tech Savvy

Perks:

+ Remote work flexibility after a desired length of tenure and good performance

+ Hire immediately

+ Growth opportunities

+ Great benefits

+ Strong culture

+ Work life balance

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. 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.

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.