Research Operations Processor

Eastern Bank; Wakefield (MA); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life and disability insurance

Retirement plan

Vacation/PTO

Tuition reimbursement

Job summary

Eastern Bank in Wakefield, MA is seeking a detail-oriented professional to support multiple bank offices. You will research account information, respond to internal/external inquiries, and ensure requests comply with bank policies.

You will use Salesforce and other systems to verify data, process mail, and perform verifications for deposits and loans while maintaining strict confidentiality.

Qualifications

• Experience in a research environment or similar role preferred.
• Knowledge of deposit and loan products a plus.
• Proven customer service skills and clear communication.
• Ability to follow privacy rules and bank regulations.
• Comfort with learning new computer applications and systems.

Responsibilities

• Provide support to bank offices, departments and external customers with account information requests.
• Process customer requests via Salesforce, faxes, and mail; verify documents for accuracy.
• Handle mail, copies, and document scanning to ensure timely processing.
• Complete account verifications for deposits and personal loans while protecting privacy.
• Back up colleagues and learn other functions within the department as needed.
• Maintain confidential information in a fast-paced environment.

Skills

Strong customer service

Verbal and written communication

Attention to detail

Independent work

Organization and multi-tasking

Discretion with confidential info

Team collaboration

Tools

Salesforce

FIS

Optima3

ImageCenter

Global Viewpoint

Job description

Hiring Range: $18.95 - $26.34

The posted salary range reflects Eastern’s expected hiring range. Actual 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.

This role is based in our Wakefield, MA office 5 Days per week

• Provide support to all bank offices, bank departments and external customers through researching information regarding account information. Provide a variety of information requested by internal and external Bank customers. Assist with requests related to Credit Reference, Audit Confirmation, Social Security, Medicaid, Mortgage and housing verifications. Ensure requests are properly authorized and processed according to bank policies and compliance requirements.

• In a timely manner, process customer requests and account inquiries received through Salesforce, incoming faxes, and physical mail. Use FIS, Optima3, ImageCenter, Global Viewpoint, Salesforce, and other department systems to research information and complete routine requests. Verify documents and account information for accuracy and follow privacy and security procedures when handling and distributing bank records.

• Responsible for handling incoming and outgoing departmental mail, including printing and preparing documents for mailing, receiving and opening incoming mail, distributing correspondence to the appropriate team members, and scanning documents for electronic storage and recordkeeping. Ensures mail and documents are processed accurately, confidentially, and in a timely manner to support daily departmental operations.

• Responsible for processing basic copy requests received from internal and external means, including but not limited to statement copies, check copies, loan document copies.

• Responsible for the proper and timely completion Account Verifications for both deposit and personal loan accounts. Must strictly adhere to State and Federal privacy rules regarding consumer customers. Interpret language used in authorization releases to prevent unauthorized information from being provided to requestors. Also responsible for performing data entry using various tracking software products.

• Support department colleagues through learning other functions within the department and provide backup to those functions when the need arises.

Qualifications

• Related knowledge/skills base gained through experience preferred

• 2+ years experience in a Research environment or position with similar attributes preferred

• Knowledge of deposit and loan products a plus

• Strong customer service skills

• Strong verbal and written communication skills

• Must be self-motivated, able to work independently and possess solid decision-making skills

• Knowledge of Microsoft Office a plus

• Must be comfortable in learning and operating a multitude of computer applications as new systems are routinely added.

Skills/Knowledge

• Must be able to communicate (written and oral) effectively and professionally with federal and state agencies and also internal and external customers.

• Must have strong interpersonal skills as well as the ability to train others.

• Must be able to strictly adhere to the many Federal and State rules and regulations that relate to all departmental functions, including but not limited to GLBA and Regulation P.

• Attentiveness to detail is required.

• Proficiently manage an efficient workflow in a multiple task-oriented, fast-paced environment.

• Must be well organized and flexible.

• Must be highly productive and able to work with minimal supervision.

• Must be able to deal well with a fast-paced environment to meet tight deadlines and maintain high productivity.

• Must be able to function in a highly confidential capacity due to internal and external legal investigations that are handled within the team.

• Must be able to be fully in the office full time

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 you’re excited about this role but your experience doesn’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.

Provide support to all bank offices, bank departments and external customers through researching information regarding account information. Provide a variety of information requested by internal and external Bank customers. Assist with requests related to Credit Reference, Audit Confirmation, Social Security, Medicaid, Mortgage and housing verifications. Ensure requests are properly authorized and processed according to bank policies and compliance requirements.