Client Support Specialist II

The purpose of the Client Support Specialist II is to provide daily support for commercial clients using our cash management products and services. This candidate will provide our clients with high-touch cash management support and expertise, support Proactive Relationship Management (PRM) initiatives and ensure an ongoing positive client experience

The purpose of the Client Support Specialist II is to provide daily support for commercial clients using our cash management products and services. This candidate will provide our clients with high-touch cash management support and expertise, support Proactive Relationship Management (PRM) initiatives and ensure an ongoing positive client experience.

Major Responsibilities:

• Support a portfolio of Commercial and/or Private Banking clients, acting as their primary client service contact and service provider. This involves providing daily cash management support & troubleshooting, account research & maintenance, proactive servicing calls and support TS Sales/Relationship Managers in client retention and ensuring a positive client experience

• Conduct monthly proactive client reviews and manage client requests to ensure consistent, accurate, and timely responses and resolutions

• Log all client touchpoints/interactions in CRM system of record, Salesforce

• Assist the Relationship Manager and Sales Officer in implementing services to meet the client needs, and serve as back-up support to the two other Client Support Specialists as needed

• Assist in the preparation of analysis/profitability reports and service set-ups

• Attend available training to keep abreast of industry changes

PROBLEM SOLVING & DECISION MAKING :

The applicant must possess excellent critical thinking skills and have the ability to understand client needs and the most expedient way to accomplish the tasks. This individual will work with the Treasury Client Delivery Manager, Relationship Manager & TS Sales to make client-based decisions. Time Management and Communication Skills are a priority in this role.

Education and Experience

Associateâ€s degree in business related field or equivalent combination of training and experience and/or 3 years of working in the financial services industry.

Skills/Knowledge

• Minimum of 3 years of client service or related experience required.
• Banking experience preferred.
• In-depth knowledge of Cash Management products and their functionality.

• Strong time management, client de-escalation and communication skills required.

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. 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. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.

Eastern Bank is an equal opportunity employer. All job applicants will be considered for employment without regard to race, color, religious creed, national origin, sex, sexual orientation, gender identity, genetic information, military service, age, ancestry, or disability.

At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If youâ€re excited about this role but your experience doesnâ€t fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.