Customer Service Center Generalist I
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 serves as the first line response for incoming customer calls. We need someone that can accurately and expediently answer inquiries from customers regarding all types of new/existing products and services, utilizing a detailed knowledge of bank products, services, policies, and procedures. This person will also be selling and cross-selling bank products and services to new/existing customers they interact with. This position also requires routine follow-up work and initiating requests for said work. This team is a high performing and highly regarded with a lot of visibility from leadership on it’s talent. Responsibilities include, but are not limited to the following: • Serve as the bank’s first line of response for inbound customer calls regarding all types of existing accounts and services • Provide a superior level of service by maintaining a detailed knowledge base on all bank products/services, related maintenance issues, related policy, procedure, and regulatory criteria • Handle incoming calls and any subsequent follow up work within an acceptable time • Provide effective communication with customers, project a friendly image over the telephone, and listen with intent to be able to apply different approaches to resolve the issue. • Provide information on establishing new products/services, which requires a thorough understanding of what the Bank offers and how it differs from our competitors. • Cross-sell bank products and services to inbound customers by educating them about new ways of benefiting from the Bank’s offerings • Responsible for reasonable service and sales goals set forth by management • Perform data entry, initiate requests for items requiring further investigation, work, or customer contact, and may be required to complete this in the absence of appropriate support personnel. • Some nights and weekends required. • Associate degree or related knowledge/skills base gained through experience preferred. • Retail service background required. • Proven service and sales ability required. • Excellent communication, organizational, and interpersonal skills required. • Microsoft knowledge and understanding of windows required.