Service Associate II

Eastern Bank; Cambridge (MA); On-site; Full time

Job summary

Eastern Bank is seeking a skilled Service Associate whose responsibilities blend customer service and teller duties. This role emphasizes achieving sales goals, maintaining compliance, and ensuring exceptional customer interactions in various bank locations. Candidates should possess strong communication skills, customer service experience, and a high school diploma or equivalent.

Qualifications

• 2-4 years of sales experience in a retail, financial services, or hospitality environment preferred.
• Ability to build relationships and strong alliances across the organization.
• Outgoing self-starter with basic business acumen.

Responsibilities

• Perform duties of both customer service representative and teller.
• Responsible for operational compliance and adherence to policy.
• Achieve individual sales and service goals through various activities.

Skills

Communication

Sales Experience

Customer Service

Technical Literacy

Problem Solving

Education

High School diploma or equivalent

Job description

Starting Rate: $24.00

Service Associates are skilled in the duties of both a Customer Service Representative (sales on the platform), and Teller (transactions at the teller line).

Major Responsibilities:

Simultaneously performs the duties of a traditional branch customer service representative and teller, primarily in “in-store” locations, or in other unique locations where such a “hybrid” position is authorized.

Account Representative Duties:

Works toward achieving specific individual sales and service goals through the following activities:

• Opens deposit accounts
• Prepares and processes loan applications for various lending units (mortgage, consumer, small business, etc.)
• Closes loans for customers for applicable business lines (i.e. consumer lending)
• Ability to process ATM, ITM, TCR and ICOM
• Makes referrals to other bank business lines and third-party partners
• Proactively reaches out, by phone and in person, to high-value customers in efforts to retain and grow the portfolio
• Responsible for operational compliance and adherence to policy
• Handles daily account maintenance and other service issues as necessary
• Understands and provides support in achieving quarterly sales
• Successfully completed and implemented 4 additional trainings (Fiduciary, Business Documentation, Operations and Safe Deposit)

Teller Duties:

• Process deposits to customer accounts; includes verification of cash, verification of endorsements, and providing customers with receipts.
• Cash checks for customers and non-customers according to bank policy.
• Process and properly record the sale of monetary instruments (i.e. official bank checks).
• Properly file all government-mandated reports related to large cash transactions and the sale of all monetary instruments.
• Process foreign currency purchases and sales.
• Process various types of loan payments and credit card cash advances.
• Relative to all duties, must adhere to all bank policies and procedures.

Individuals in this position will have a mixture of time spent between account representative duties and teller duties. On some occasions more time might be spent on one verse the other.

Qualifications:

• Incumbent has the authority to use discretion in some circumstances, but if/when written policy is unclear or there is any uncertainty, the account representative should seek guidance from their immediate supervisor.
• Incumbent must have the ability to work independently, multi-tasking in a fast-paced environment.
• Individual should be an outgoing self-starter and be technically literate.
• Basic business acumen and professionalism is a must.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to build relationships and strong alliances across the organization.
• Ability to quickly learn all details about the products and services offered by the bank.
• High School diploma or equivalent
• 2-4 years of sales experience in a retail, financial services or hospitality environment preferred.

Working Conditions:

• Ability to remain in a stationary position for long periods of time without a break and with continuous customercontact.
• Incumbent must be able to transport items weighing 15 pounds or more.