Digital Channels Support Specialist

Lynn, MA

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


  • 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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