Eastern Bank Problem Resolution Specialist I in Lynn, Massachusetts

Acts as a liaison to the Office of the President handling customer complaints received through; complaint database within Sales Management, “Eastern Cares” feedback program, Office of the President of Eastern Bank, mail, e-mail, social media and government agencies. The individual will oversee complaints that are received from all departments within the bank. They will also serve as first line of response for customer complaints and investigate and resolve customer issues.

Assists in managing the customer complaint database within Sales Management. Act as a liaison to the Office of the President to respond and resolve complaints received via the Office of the President of Eastern Bank, CFPB, FDIC, Division of Banks, Attorney General’s Office and the Better Business Bureau. Works in conjunction with the Office of the President, responds to and resolves customer complaints that come through the corporate customer feedback program.

Retrieves, monitors and resolves complaints entered into the complaint database within the Sales Management System. Initiates customer outreach and tracks and provides written responses to both customers and government agencies.

Assists in reporting and trend analysis of customer complaints received through the complaint database, social media and general customer feedback. Provide data on positive customer feedback that is received through the Sales Management and pass on this information to management.

Monitors and responds to customer service related social media posts to Facebook and Twitter. Responsible for customer outreach, researching and resolving customer service concerns.

Works in various roles as required in the Customer Service Center servicing bank customers.

High School Diploma, Associate Degree preferred or an equivalent combination of education and experience

· 3 years in a banking call center and/or Retail Banking required

· Ability to effectively resolve customer issues.

· Strong verbal and written communication skills

· Knowledge of Microsoft products.

· Basic Access database knowledge.

· Attention to detail

· Ability to work independently, self-motivated, strong analytical skills, ability to learn quickly and retain information,

· Excellent customer service and communication skills.

Organization: Customer Service Center

Title: Problem Resolution Specialist I

Location: MA-Lynn-Lynn 195 Market Street

Requisition ID: 03217