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Massachusetts Employer Digital Channels Support Specialist in Lynn, Massachusetts

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

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