Provide support to all bank offices, bank departments and external customers through researching information regarding customers’ accounts, general ledger accounts and inter-bank accounts. Provide a variety of information requested by internal and external Bank customers, including Federal and State judicial and law enforcement agencies. Fulfill Credit Reference, Audit Confirmation, Social Security, Medicaid, Mortgage and housing requests while validating the requests have been properly authorized within federal, state and bank compliance rules and requirements.

• Ensure the timely response to inquiries in customers’ accounts by monitoring and working the various queues for incoming work. Examples of these queues are: Sales Management, department shared email box, Research database, incoming faxes and physical mail received. Use knowledge of the FIS system, Optima³, FIS, Sales Management and a variety of other systems within the group to support this process. Review gathered data and copies of documents to ensure compliance with privacy laws when providing copies of bank records in response to customer and/or external requests.
• Complete self assessments of functions performed in the department and report any compliance issues to the Compliance Administrator for the department. Ensure the timely completion of required self audit reporting and retention of audit materials. Responsible for reporting any issues or deficiencies to management.
• Responsible for answering questions regarding Tax levies from a variety of Federal and State tax agencies including the IRS, Commonwealth of Massachusetts Division of Revenue, State Child Support Enforcement Agencies, and the Department of Employment and Training, New Hampshire Department of Revenue, New Hampshire Health & Human Services, and any other tax authority.
• Responsible for the accurate and timely completion of Credit References and Audit Confirmations for business accounts ranging from small business up through large, complex commercial relationships.
• 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.
• Responsible for the proper completion of Social Security and Medicaid information verifications for deposit accounts. Must strictly adhere to State and Federal privacy rules and Social Security rules regarding information release for consumer customers.
• Provide support and input during the periodic review and updating of the department Standard Operating Procedures to ensure that they reflect the latest technological and workflow improvements made to the processes.
• Support department colleagues through learning other functions within the department and provide backup to those functions when the need arises.

Qualifications: 

• Associates Degree or related knowledge/skills base gained through experience preferred
• 3+ years experience in a Research environment or position with similar attributes preferred
• Strong knowledge of deposit and loan products
• 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 the Federal Garnishment Rule, GLBA and Regulation P.
• Must be knowledgeable of the RMA Code of Ethics which is used as an industry standard for providing Credit References.
• 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.

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.