The Operations Associate maintains primary responsibility for all operational elements of a small to mid-sized office.  Operational responsibilities include, but are not limited to, cash vault and ATM management, managing negotiable instruments, adhering to compliance and security requirements, routine cash drawer audits, executing on quality control processes around new account opening, and other such branch activities.  Fully skilled in both sales and transactional capacities, incumbents also directly service retail branch customers as needed.

Operations

Maintains primary responsibility for all operational elements of a banking office by:

• Managing the branch cash vault to within prescribed limits and serving as the vault custodian.  Must master the use of the bank’s cash forecasting system.
• Serving as the branch’s ATM custodian; ensures it remains stocked, functional, and is balanced daily.
• Auditing all negotiable instruments, cash drawers, foreign currency (if applicable) and related logs to ensure adherence to defined policies and procedures.
• Responsible for all operational components in the branch such as balancing and researching cash errors, filing necessary BSA forms, compliance, and security elements
• Stays abreast of all compliance and security requirements and implements processes within the branch to ensure regular adherence.
• Routinely does quality control on new account opening documentation, to include some that is more complex (i.e. corporate resolutions, business customer profiles, businesses designated as high-risk, etc.) to ensure adherence to bank policies and procedures
• Coaching teller line employees, assisting others with problem transactions and customer issues

Sales & Service

Incumbents in this position are skilled in both sales and transactional capacities and personally service all customers by:

• Opening deposit accounts and taking loan applications for various lending units
• Closing consumer loans
• Make referrals to other bank business lines and third-party partners
• Handling routine account maintenance and other servicing issues
• Processing monetary transactions such as cashing checks, making deposits, selling monetary instruments, buying/selling foreign currency.
• Maintaining safe deposit records properly to include contracts, access slips and assisting customers with access to safe deposit boxes (if applicable)

Balancing policy and procedure with appropriate judgement, makes decisions that are mutually beneficial to the bank and the customer.  If written policy is unclear or there is any uncertainty, the Operations Associate should seek guidance from their Assistant Branch Manager, Branch Manager, Regional Manager, or if necessary, Retail Administration.

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.

Qualifications:

• Enthusiastic individuals with strong interpersonal skills and a desire to be in the ‘customer service’ business are key requirements for this role.
• Basic business acumen and professionalism are required.
• 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 is vital.
• Must be able to quickly learn all details about the products and services offered by the bank.
• High school diploma or equivalent.
• 2-4 years of related job experience required.

Working Conditions:

• Must be able to remain in a stationary position for long durations of time without a break.
• Incumbent must be able to transport items weighing 15 pounds or more.

Committed. Inclusive. Courageous. Eastern Bank has built a legacy of investing in the communities we serve and helping our customers, communities and employees thrive and grow. We pride ourselves in having knowledgeable and experienced professionals that can provide the expertise, personal attention and service our customers deserve.

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.