• Digital Channels Support Specialist

    Posted: 07/19/2020

    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. Responsibilities include, but are not limited to the following: • Provide high-level support to all Eastern Bank business/consumer digital channel customers through email and web chat • Digital channels may include but are not be limited to: Online Banking, Mobile Banking, Chat, and Secure email • Work closely with customers and bank staff to ensure effective communication in the implementation of services, training of end users, and promotion of the features/benefits of bank products/services • Maintain a high-level knowledge of data security, social media, and internet terminologies/ navigation • Responsible for conducting high-level maintenance and post customer call work with regards to things such as security, credential maintenance, addition of products/resources, etc. • Resolve and respond to all consumer/business issues received through digital channels • Provides technical support to business/consumers regarding access to products and services via Internet while maintaining data security. • Required to conduct high level online account maintenance received from internal/external customers using various administration tools • Interface with technical help desk 3rd Party Vendors to resolve customer digital banking issues while utilizing established procedures to escalate issues • Thorough understanding of all consumer bank products, services, policies, procedures, and regulations • Responsible for monitoring and responding to customer commentary via all social media channels • Assist when needed on overflow calls from other areas of the Customer Service Center • Responsible for quality testing new/enhanced products, services, or tools under the supervision of senior management • Associate’s Degree or related knowledge/skills base gained through experience required • Able to learn new concepts quickly in a fast paced, growing environment • Proficiency in Social media such as Facebook, Twitter, LinkedIn, etc. • Proficient with Internet terminologies and navigation • Excellent oral and written communication skills • Computer proficiency, including web navigation and keyboarding required • Web chat experience and the ability to handle multiple chat sessions concurrently in a prompt, professional, and friendly manner • Strong understanding of Business/Consumer Online Banking services • Previous retail banking and/or call center experience • Minimum of 3 years Customer Service experience required • Working Conditions • Flexible and adaptable about work schedules, which may include weekends • Ability to use a headset and sit for long periods of time