Digital Channels Support Specialist
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 provides high-level support to all Eastern Bank business/consumer digital channel customers through email and web chat. Digital channels may include but will not be limited to Online Banking, Mobile Banking chat and secure email. Works closely with customers and bank staff to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Must maintain a high level knowledge of data security, social media and Internet terminologies and navigation.
Responsibilities include, but are not limited to the following:
Responsible for conducting high level maintenance and after call work for customers with regards to all digital channels for things such as security credential maintenance, addition of products and resources.
Responsible for resolving and responding to all consumer/business customer issues received through digital channels such as web chat, social media, and email/secure bank mail correspondence.
Provides technical support to business/consumer customers as it relates to internet access to products and services while maintaining high industry standards related to data security. Will be required to conduct high level online account maintenance received from internal and external customers using various administration tools to maintain things such as online security credentials, products, resources etc .
Interfaces with technical help desk from 3rd Party Vendors to resolve any customer digital banking issues. Uses established procedures to escalate issues to management when necessary.
Must have a thorough understanding of all consumer bank products, services, policies, procedures, and regulations to accurately and efficiently respond to customer inquiries and resolve various issues received through the digital channels.
Responsible for monitoring and responding to social media customer commentary.
May be responsible for assisting with overflow calls from other areas of the Customer Service Center on an as needed basis.
May be responsible for quality testing new or enhanced products, services or tools with regards to the Digital Channels under the supervision of senior management.
Associate's Degree or related knowledge/skills base gained through experience required.
Minimum of 3 years customer service experience
Previous retail banking and/or call center experience preferred.
Must have a strong understanding of Business/Consumer Online Banking services.
Must have previous web chat experience
Computer proficiency, including web navigation and keyboarding skills a must
Must be able to handle multiple chat sessions concurrently in a prompt, professional and friendly manner
Excellent oral and written communication skills
Superior customer service skills required.
Proficient with Internet terminologies and navigation
Must be comfortable with all aspects of social media such as Facebook, Twitter, LinkedIn etc.
Ability to learn new concepts quickly and easily in a fast growing environment
Working Conditions:
Flexible and adaptable about work schedules
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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 provides high-level support to all Eastern Bank business/consumer digital channel customers through email and web chat. Digital channels may include but will not be limited to Online Banking, Mobile Banking chat and secure email. Works closely with customers and bank staff to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Must maintain a high level knowledge of data security, social media and Internet terminologies and navigation.
Responsibilities include, but are not limited to the following:
Responsible for conducting high level maintenance and after call work for customers with regards to all digital channels for things such as security credential maintenance, addition of products and resources.
Responsible for resolving and responding to all consumer/business customer issues received through digital channels such as web chat, social media, and email/secure bank mail correspondence.
Provides technical support to business/consumer customers as it relates to internet access to products and services while maintaining high industry standards related to data security. Will be required to conduct high level online account maintenance received from internal and external customers using various administration tools to maintain things such as online security credentials, products, resources etc .
Interfaces with technical help desk from 3rd Party Vendors to resolve any customer digital banking issues. Uses established procedures to escalate issues to management when necessary.
Must have a thorough understanding of all consumer bank products, services, policies, procedures, and regulations to accurately and efficiently respond to customer inquiries and resolve various issues received through the digital channels.
Responsible for monitoring and responding to social media customer commentary.
May be responsible for assisting with overflow calls from other areas of the Customer Service Center on an as needed basis.
May be responsible for quality testing new or enhanced products, services or tools with regards to the Digital Channels under the supervision of senior management.
Associate's Degree or related knowledge/skills base gained through experience required.
Minimum of 3 years customer service experience
Previous retail banking and/or call center experience preferred.
Must have a strong understanding of Business/Consumer Online Banking services.
Must have previous web chat experience
Computer proficiency, including web navigation and keyboarding skills a must
Must be able to handle multiple chat sessions concurrently in a prompt, professional and friendly manner
Excellent oral and written communication skills
Superior customer service skills required.
Proficient with Internet terminologies and navigation
Must be comfortable with all aspects of social media such as Facebook, Twitter, LinkedIn etc.
Ability to learn new concepts quickly and easily in a fast growing environment
Working Conditions:
Flexible and adaptable about work schedules
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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