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This is a hybrid role, however onsite training is required in Wakefield. Provides a high level of customer service to all Online Banking end users. Uses strong written communication skills to reply to internal and external email inquiries in a timely an efficient manner. Serves as a service liaison between Eastern Bank Online customers and all third party service providers. Processes new online account set-ups and performs on-going maintenance to existing online accounts. Handles all online banking call volume for the Customer Service Center and may assist other areas of the call center on an as needed basis.

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