Eastern Bank has launched their new online banking platform and will be flipping 200,000 account holders onto this new platform. Candidates will be handling customers all day, assisting them getting set up with accounts, passwords, logging personal information, etc. The project is very repetitive and easy to be trained on but we are looking for someone who is Customer Service focused long-term and reliable.Looking for an upbeat, Customer Service Generalist.
These questions are also really helpful and an add-on to the JD as well:
Software's: Eastern works in a windows environment with systems geared towards banking. This will all be trained.
Computer: The candidate will use dual screens and work in multiple systems. They need to be comfortable with multitasking. They could be in 3-4 systems at a time to resolve a customers issues. This position is a problem solving position and not at all scripted. It's a lot so they have to be savvy with navigating a windows environment.
Customer Calls: They are not timed although managers need them to move the calls as quickly as possible. Polite, professional with some personalized conversation but they need to keep the calls moving. They are experiencing very high volumes and don't have that luxury today with how high the volume has been.
Candidates Evaluation around Performance: The call center managers and Quality team will be required to do extensive listening to their calls to ensure they are doing well. They have a monitoring program in place where the individual will receive documentation on calls and a write up on how well they performed.
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