{"id":2453105,"url":"https://alion.io/job/cambridge-trust-customer-support-specialist","title":"Customer Support Specialist","company":{"id":2296578,"name":"Cambridge Trust","domain":"cambridgetrust.com","url":"https://alion.io/company/cambridgetrust","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wakefield, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":43000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1202},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T12:49:25Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-23T02:03:13Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Starting Rate: $21.00\nActual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.\nThis role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.\nCustomer Support Specialist I & II: This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management. Must develop the necessary skills to work independently in a remote or onsite environment.\nCustomer Support Specialist III: This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. The inquiries will have a varying degree of complexity. The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge of bank products, services, policies, and procedures. responsible for achieving departmental service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment. Service standards and sales goals as set forth by senior management. Must be able to work independently in a remote and on-site environment.\nResponsibilities:\nCustomer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.\nCustomer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone. This role also includes the following:\nCustomer Support Specialist I:\nMust maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer. \nActively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.\nEnsures effective customer communication by utilizing superior verbal and written skills. \nMust be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.\n Responsible for achieving entry level sales and service standards as set forth by senior management.\nCustomer Support Specialist II & III:\nIs able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer. \nAccepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. \nMust be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness. \nCan recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.\nMust maintain service, quality and sales standards as set forth by senior management.\nMust maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement.\nRequirements:\nCustomer Support Specialist II & III: Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)\nEducation and Experience:\nCustomer Support Specialist I\nAssociate’s degree or related knowledge/skills base gained through experience preferred.\nCustomer Service background preferred.\nCall Center experience preferred\nService and sales background a plus\nPC and data entry skills required\nProven previous job stability a must\nCustomer Support Specialist II & III\nAssociate degree or related knowledge/skills base gained through experience required\nMinimum of 2 years of Customer Service background required.\nCall Center experience preferred\nProven service and sales ability a must.\nAbove average PC and data entry skills required\nProven previous job stability\nSkills/Knowledge:\nCustomer Support Specialist I\nExcellent written communication skills\nExcellent verbal and listening skills including good grammar, tone of voice and diction\nAbility to work effectively with others in a diverse population\nPunctuality and consistent work attendance is required\nBilingual a plus\nCustomer Support Specialist II & III\nExcellent written communication skills a must\nExcellent verbal and listening skills including good grammar, tone of voice and diction\nAbility to work effectively with others in a diverse population\nAbility to constructively handle unexpected problems in a fast-past environment\nMust be able to multi-task and have strong organization skills\nMust have the ability to work independently in either a remote or onsite environment\nPunctuality and consistent work attendance are required\nBilingual a plus\nWorking Conditions:\nMust be flexible and adaptable about work schedules, which may include evenings and weekends\nMust have the ability to use a headset and sit for long periods of time\nMust be able to work in a fast paced, high volume work environment\nModerate to high noise level\nWhile performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time. The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc. They also occasionally travel to locations outside of the facility, to attend meetings, trainings, events, and other business activities. The employee occasionally positions self to maintain or access files in file cabinets. The employee must have the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. The employee frequently observes details at close range (within a few feet of the observer). The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across office for various needs.\nPersons holding this position are generally subject to inside environmental conditions having the lighting, temperature, and noise level of an open floor-plan office environment (moderate, but occasionally loud at times). This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.","description_format":"text","description_chars":7465,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Wealth Management & Financial Advisors","Asset Management & Funds"],"lifecycle":[{"event":"open","at":"2026-10-13T15:22:28Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.852,"p_room":1,"age_days":9,"expected_fill_days":43,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/cambridge-trust-customer-support-specialist","json_url":"https://alion.io/job/cambridge-trust-customer-support-specialist.json","meta":{"generated_at":"2026-10-23T10:11:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15510,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2296578},"rest":"https://alion.io/mcp/rest/get_company?id=2296578"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcambridge-trust-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcambridge-trust-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcambridge-trust-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cambridge-trust-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcambridge-trust-customer-support-specialist"}]}