Digital Channels Support Specialist
Eastern Bank

Job Info

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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 issues via digital channels
• Provide technical support to 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

Qualifications:

• Associate's Degree or related knowledge/skills base gained through experience
• Able to learn new concepts quickly in a fast paced, growing environment
• Proficiency in Social media
• Proficient with Internet terminologies and navigation
• Excellent oral and written communication skills
• Computer proficiency
• Ability to multi-task
• Web chat experience and the ability to handle multiple chat sessions concurrently in a prompt, professional, and friendly manner
• Strong understanding of 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

This job has expired.